Change Management
Resume:
LAKSHMAN
******************@*****.***
PROFESSIONAL SUMMARY:
Overall 12 years experience in ITIL service Mangement portfolio (Change & Incident)
ITIL Foundation V3, ITIL ServiceTransition, Certified Change Management Professional
and Cloud Azure administation certified
Experience with HP tools such as ServiceNow/BMC Remedy/Jira/ Confluence/AppOne
Creating Change Requests in ServiceNow tool
Submitted different kinds of CRs such as Emergency, Exception,Normal, Sheduled etc.
Worked on numerous CTasks and communicating with stakeholders for approvals without missing lead time.
Particiapted in Business Continuity Plan and Diasater Recovery plans.
Performed regular audits and ensured 100% Compliance to defined Change and Incident Management process
Reporting Negative Impacted CR’s, Abended and Un-Authorized CR’s to Management.
Communiating with upper management on priority basis for High Risk change approvals
Ensuring all the activities applied to the change are as per the standards policies and rules
Facilitates Change Advisory Board (CAB) and other change meetings with key team members, business stakeholders, etc
Facilitated E CAB meetings on daily basis for Emergency changes Records
Having to make decisions on High Impact/Risk changes are approved, rejected or deferred in the best interests of the business/Ensured that planned change is communicated in a timely manner to business.
Experience of adhering to change Management processes/documentation
Audits and manages the lifecycle process and reports to senior management in a timely.
Evaluating the performance metrics against the critical success factors and institutes actions to correct or further streamline the process as necessary.
Provided trainings to new talents in the process
Lead day-to-day operational activities in of the Change Management process
Examining work queues for change Records with the effort of missing service agreements
Ensuring operational effectiveness and efficiency of Change Management process
Good Knowledge on Incident, Release and Problem Management process.
Initiating Incident Management by recognizing /verifying an event or an issue reported through Request Management
Ensuring Service Delivery on time by resolution and closing the issues
Experienced on Monitoring tools such as Splunk, Dynatrace.
Expertise in prioritization of problems, incidents, and service requests, leveraging their business understanding and technical comprehension of the issues.
Provide exceptional communication and transparency of planned activities and current status to team members and other partners and stakeholders within the company.
On call, Weekend support and extend support for severity Incident and Problem on resolving the issues and make sure SLA compliance.
To run the Priority 1&2 process effectively, leading the Technical Teams/Support groups through troubleshooting and customer communications.
Collaborated with support teams and development teams to create "Production Readiness" process and documentation in decreasing implementation issues / errors, reducing application and system downtime, and increasing resolution capability.
Hands on migrating existing applications to Azure Cloud and decommissioning the servers which are not in use.
Knowledge of Azure administrator activities in providing or deleting cloud access.
TECHINCAL SKILLS:
Databases : Sybase, SQL Server
Technologies : Unix, Autosys, Azure
Operating systems : Windows, Unix
Tools : ServiceNow, BMC Remedy, Triage, Jira, Confluence, AppOne
CERTIFICATIONS:
Certified ITIL V3 Foundation.
Certified ITIL Service Transition.
Certified Change Management Professional
Certified Azure Cloud Administrator
EDUCATION:
Master of Computers -2010
Bachelor of Sciences -2007
WORK EXPERIENCE:
Senior System Operations Engineer Nov 2017- Till date
Wells Fargo / Rapid IT INC
Capital Markets Technology:
As part of Change coordinating team, coordinating with application teams and scheduling the change requests on priority basis requests like Emergency, Normal, Scheduled, Exception Change Request
Manages and coordinates all activities necessary to control, track and audit Changes in the environment.
Controlling the changes as per Risk policy
Submitting Emergency change Requests on priority basis and seeking approvals from upper management.
Trained Change management process to application teams and defined SLA’s, OLA’s
Ensures Change status, progress and issues are communicated to the appropriate groups.
Schedule Urgent CAB/XCAB meeting when necessary
Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary.
Responsible to review Change Schedule (CS) for conflicts
Conducting CAB Calls
Report Change Management activities to senior management.
Worked on management reports like daily reports, weekly reports, High Risk CR’s Reports.
Monitor all approved changes and their status to have effective control of the implementation of changes this involved coordination and follow up with implementation teams to ensure that work plans for implementation of changes are implemented and updated in the Change Management System with the right status.
Always adhered to the change compliance to ensure zero violation and process mistake.
Worked on Decommission process in decommissioning the existing application in migrating the application to Azure Cloud.
Submitted Change Requests for removing user access and terminating Operations.
Hands on creating CR's for removing Fire wall rules, disposing of hardware, deletion of system records and reallocate of hardware.
Hands on migrating existing applications to Azure cloud environment.
Worked on changes in all severity and risk categories.
System Operations Engineer/ Incident Management Dec2016 – Oct 2017
Wells Fargo / Synechron Technologies
Wholesale Banking:
Performing initial diagnosis of incidents
Respond to incidents when they occur and take necessary steps to restore service and return the business to normal operations asap.
Decision making on incidents whether the incident falls under which priority category and prioritizing the issue from 1 to 4
Escalate the issue to stakeholders and business users.
Initiate and Drive the EACO call and include the users in digital charts.
Identifying service impact, interpreting monitoring tools, dashboards, and logs.
Coordinate with senior team members to validate impacts and communicate all impacts to internal stakeholders and leadership
Providing status updates and technical detail for awareness communications sent out and ig necessarily follow up communication emails are sent.
Identifying possible production failure scenarios, vulnerabilities, and opportunities for improvement, and taking ownership of the escalation and resolutions.
Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios.
Contacts for various support needs and ensures appropriate documents up to date and available.
Accountable for data quality and completion of incident tickets, including ensuring all impacts are accurately recorded and documented in the system of record
Contacting the SME for the immediate resolutions
Document the incident resolution in the Service Management tool.
Monitoring and tracking the project milestones
Preparing project status reports by summarizing information to check the trends of incidents.
Frequent updates to upper management on status of Incidents
Identify and contact the application teams proactively on issue resolution or gathering issue resolution steps.
Application support Engineer Jun 2011 - April 2016
Wells Fargo
Asset Backed Finance
Server and Application tuning & trouble shooting, Monitoring MS SQL Server performance on daily basis.
Participated in projects on various levels, System analysis, Participated and evaluated Help Desk software and processes, tool compilation and L1, L2, L3 support.
Contributed to and work to meet project schedules by providing accurate estimates of effort required for analyst and development deliverables, by providing updates on project progress to team members, project management and project personnel, and by escalating issues that might affect project success to management.
Documenting the activities and resolution steps
Provide training, support and guidance to other support team members and document the same.
Working directly with the operations and development teams to field error tickets and either troubleshoot (for common errors) or escalate (for new errors).
Provide technical support, analysis, and problem resolution for production issues on daily basis.
Installed and configured Multiple Websites and various web applications (.net framework version 3.0, 3.5 and 4.0) and web services, WCF services in IIS 6.0/7.0/8.0
Used deployment tools and PowerShell scripts to deploy multiple websites and performed troubleshooting to deliver working environment.
Installation of IIS in Windows Servers and configured as per application requirements.
Resolved tickets from Development team related to changes in web.config, ipconfig and IIS configurations
Troubleshooting all types of server and web site issues in the IIS platform.
Backup and restore of IIS configurations and editing the IIS Configuration files.
SSL certificate installation, managing service accounts and configuration and management for the hosted websites in IIS.
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