SIAM Lead for Change and Release Management - Accenture
(2022-01)
A SIAM lead for change and release management across all the towers like finance, Retail, Digital, etc.
- Responsible for the preliminary release build, test, deployment, and communication plan. To define the training plan, the rollback plan, and the Early Life Support (ELS) plan.
- To provide regular, robust, and accurate reporting on change requests and release including exception reporting on high impact, aborted and unauthorized changes to identify process deficiencies and adverse trends in change and release practices and implementation of change.
- To manage the process across all service providers.
- To perform the periodic review and approval of the process and with relevant approving authority.
- To define and record KPIs for change and release Management process and actively contribute towards improvement ideas as part of CSI (Continuous Service Improvement) process.
- To drive weekly connect with customer to discuss the feedback and improvements regarding change module.
- Responsible for training the resources on tools, process knowledge, ITIL methodologies within the Infrastructure.
- Work with development and source code management to understand impacts of branches and code merges.
- Work closely within the team and with other Support teams to develop standards, implement standards and troubleshoot complex issues
- Published yearly change deployment calendar and monthly/ weekly forward lookup of changes & releases
- Drive continuous improvement(CSI) through trend reporting analysis and metrics management
- Working on the automation of the functionality of the change module in the tool and implement it to the run-time.
Change & Release Manager for Multiple Regions - Wipro Ltd
(2020-01 - 2021-01)
A change & release manager for different locations like Australia, Singapore, JAPAN, Thailand, Malaysia, Hong-Kong, etc. Associated with a newly acquired Global insurance account for Wipro Ltd. Volunteered myself for change & release management process owner for incoming Cloud platform migration to existing infrastructure.
Part of migration team to understand the requirement of the migration and to design the change & release management process in very efficient and effective manner which could give a desired result.
- Responsible for setting a process, auditing, tracking all the changes done within infra.
- Responsible for Change advisory board (CAB) meetings.
- Keeping a check that changes are performed in a controlled manner in Customer environment and try to minimalize Incidents triggered by Changes.
- Approximate changes per week are 150-200 (including monthly/ weekly releases).
- Risk Assessment of Changes & Releases on Application and Infrastructure Side.
- Ensure Critical Success Levels for Changes & Releases in customer environment are met
- Change & Release Reports- Overdue Changes & Releases /Failed Changes & Releases /Deviations/Rejected Changes & Releases to client
- Projecting Monthly KPI Statistics for change management to customer and the top level management.
- Driving weekly connect with customer to discuss the feedback and improvements regarding change module.
- Responsible for training the resources on tools, process knowledge, ITIL methodologies within the Infrastructure.
- Work with development and source code management to understand impacts of branches and code merges.
- Work closely within the team and with other Support teams to develop standards, implement standards and troubleshoot complex issues
- Willingness to support and execute the current knowledge and Incident model in parallel to developing automation of the processes with the change & release module
- Published yearly change deployment calendar and monthly/ weekly forward lookup of changes & releases
- Drive continuous improvement(CSI) through trend reporting analysis and metrics management
- Working on the automation of the functionality of the change module in the tool and implement it to the run-time.
Incident, Change, Problem, Release Management - HCL Technologies Ltd
(2018-05 - 2020-01)
Worked as Incident, Change, Problem and Release management process owner. Responsible for end to end execution of incidents, problem, changes and releases which are happening inside the infrastructure and in scope of HCL.
- Responsible to conduct calls to understand the requirement from the business or users.
- Responsible to make implementation and backout plan for the proposed requirement by coordinating with multiple technical and application teams. Also, to arrange the resource availability at the time of pre-test and during PROD implementation and conducted post implementation reviews.
- Responsible to conduct high level meetings like TAB (Technical advisory board), CAB (Change advisory board), MIM (Major incident management call), RCA (Root cause analysis) etc.
- Responsible to conduct risk and impact for each and every release, change, incident.
- End to end involvement in management of Major Releases and changes which could have a greater impact during worst case scenarios.
- Kept a check that releases are performed in a controlled manner in customer environment and try to minimalize Incidents triggered by releases.
- Created different KPI's to set the standards of the all the processes.
- Responsible for monthly measurements of the KPI's to assess the progress.
- Created quality checks to meet the needs of the business and fulfill the requirement of the customer for which got appreciated from the higher authorities of HCL and customer sides
- Provided trainings to infra team and application team on customer ways of working, compliance and for multiple processes.
- Maintained monthly SLA data for all the processes.
- Responsible for Reporting –monthly and weekly.
- Timely update for Configuration Management Team regarding the changes or releases performed. (Deployments, Decommissioned CI's) and made sure that it is up to date in the tool.
- Ensured proper planning, testing and execution of deployment activities are performed by Technical Tracks for Releases.
- Continual Service Improvement of RFC's by implementing various compliances like evidence of implementation/PIR/Requester Validation etc.
Change and Release Coordinator / Change Manager - Infosys Ltd
(2014-02 - 2018-04)
Worked as change and release coordinator for 2 years. Based on my performance and eagerness to take up the new challenges was promoted to change manager role for 2.1 years. Taken care of changes and releases end to end (from raising a change or release to closing it with Post implementation review (PIR)).
- Day to day coordination with Clients for the requirements.
- Coordinated with different teams (technical, Application etc.) to know the requirement of the business, based on that have guided them to create the implementation plan and aligned the resources and implemented the changes in a very efficient manner and within SLA.
- Responsible for all the documents, approvals and sign-offs are in place before the release goes to PROD environment.
- Ensured that before GO-Live, the release is successfully tested in pre-prod environment and in case of any glitches how and whom can handle if it again occurs in PROD environment.
- Coordinated many major releases, which can have a major impact to business and users if something goes wrong.
- Conducted PIR calls in case of failed release to know the reason why it has failed and in future what all precautions we can take to avoid this kind of failures.
- Conducted one to one call with external customers
