Experience as Change manager

• Employer

  IBM GLOBAL SERVICES INDIA PVT LTD

• From

  01 March 2010

• To

  01 June 2015

• Detail

  • Authorize acceptable changes, either alone or after a CAB or ECAB has taken place.
  • Chair / Represent the CAB and TCAB meeting
  • Produce regular management reports which includes Monthly, quarterly and yearly change overviews for senior management in IBM India
  • Regular reviews of the change process and procedures with management & support producing service improvement plans etc.
  • Asses change risk and help in decision making of the implementation team.
  • Act as Primary focal for Change management process.
  • Work as primary point of contact for Service desk call outs as Incident manager.
  • Engage relevant teams for firefighting of current incident by understanding business impact and customer service impact.
  • Open bridge calls and group chats for all P1 and P2 call outs and engage teams ASAP within relevant SLAs.
  • Ensure right teams are engaged at the right time by liaising with the Service Delivery Manager of that service.
  • Rigorously drive issue to closure by all means available.
  • Act as a bridge between all the technical teams and drive the overall incident to resolution.
  • Create impact statement and collate business impact summary from business support team to send appropriate updates to senior management.
  • Ensure all P1 and P2 incidents are closed within SLA.
  • Assign action items to relevant teams such as Technical/Service delivery teams and call them out during DSR call.
  

Experience as Release Manager

• Employer

  HCL Technologies Ltd

• From

  16 June 2015

• To

  15 November 2017

• Detail

  • Ensure System Integration (SIT), User Acceptance Testing (UAT) and Dress Rehearsal (DR) is completed as desired before release is implemented in the production environment.
  • Liaise with Application service owner team to plan and co-ordinate release and prepare in accordance with the release calendar.
  • Host weekly application governance calls to ensure that all stake holders are informed about the current state and future planning of the release.
  • Conduct plan review and Walk-through calls to ensure that all tech teams are aware of the steps they are required to perform and consult SME’s from respective team if any concerns arise.
  • Raise Change/Release request on Service Now for the release and track the approvals once the CAB approval is completed to ensure that the release is not postponed.
  • Represent the Release team in the CAB call and ensure all queries are answered in the forum.
  • Send out necessary communications to the end users before release is implemented.
  • On the day of the release conduct checkpoint calls and send notifications every 4 hrs to give updates to the higher management and concerned stake holders.
  • Post release implementation conduct a PIR call after 7 days (Warranty Period) to address any concerns faced during the release before sign off and handover to production team.
  
  

Experience as Change Manager

• Employer

• From

  15 November 2017

• To

  16 August 2019

• Detail

  Royal Bank of Scotland, Bangalore June 2017-Aug 2019
  
  • Act as a SPOC for critical changes in IT environment.
  • Assist Change community in Change Risk Analysis for better change positioning.
  • Chair weekly call with multiple critical programs to manage Change conflicts.
  • Work with a team of Change managers based out of India and UK to ensure all changes meet the minimum standards set by Service Delivery vertical to ensure minimal business impact and failures to business infra and applications
  • Support the respective business units in delivering Banking industry wide regulatory changes to ensure RBS is complaint with UK governments policies.
  • Represent change management team on various forums such as DSR and Weekly Service delivery review calls.
  • Create and publish multiple change management reports including FCR, CAB Agenda, CAB Agenda minutes and Tech CAB reports.
  • Chair CAB call and review changes with business and technology stakeholders and ensure that changes satisfy all concerns raised on the call.
  • Conduct PCIR review for any failed changes to ensure that any process gaps are identified and remediated.
  • Engage with ECAB board members from respective businesses to discuss and get approvals for any emergency changes that maybe needed.
  • Ensure all retrospective changes are raised and closed as per the retro change process
  • Create awareness about Unauthorized changes and its consequences within a bank.
  • Spearhead process improvements through Agile Development methodologies such as Scrum Master to deliver best value to customers.
  • Work with Incident and Problem management to understand the existing risks and to support RCA.
  • Work with Servicenow implementation team as a point of contact for Service Delivery to gather requirement and explain business requirements to implementation team.
  • Write UAT cases for ServiceNow (Change and Incident management) and perform testing post deployment.
  

Experience as Principal Consultant

• Employer

• From

  19 August 2019

• To

• Detail

  • Own the product and project for a Dealership database application and User Access management service for After Sales.
  • Work with business and product owner to understand business requirements.
  • Conducted Scrum ceremonies such as Daily Stand up, Sprint Review, Sprint Planning and Retrospective.
  • Ensure 24*7 availability of the application by eliminating any issues proactively.
  • Tracked SLA and reported to Senior management.
  • Drafted Service agreements and track activities and budget based on available project budgets to ensure functional and financial alignments.
  • Act as a point of contact for Development, Testing, Service Delivery, Support for the applications.
  • Drive any incidents to closure using incident management methodologies and conduct RCA to deploy permanent fixes to any reported bugs.
  • Raise changes and attend CAB calls to get changes approved by the central change team.
  • Have regular connect with business product owner to understand requirements and prioritise the development of the application based on customer vision and priorities.
  • Implemented various monitoring tools on application with App Dynamics and ELK to ensure proactive monitoring for availability of the service.
  • Implemented effective usage of Jira for visualisation of Sprint progress and Confluence as a central repository for all project approved artefacts.