Vishnu Priya K

Results-driven Change and Release Manager and Certified ITIL V4 Expert with extensive experience in Release Management and Change Management processes across large-scale enterprise environments, including Wells Fargo and Virgin Media. Skilled in end-to-end planning, coordination, and execution of application and infrastructure releases, including release scheduling, dependency management, conflict resolution, risk assessment, impact analysis, and rollback/backout planning. Strong background in ITIL governance, Change Advisory Board (CAB) facilitation, SDLC and Agile/Scrum methodology, and deployment and environment management across Development, Testing, and Production.

Proven track record of orchestrating complex release cutovers, issue management, and driving continuous service improvement and release governance optimization. Skilled in stakeholder management across business, engineering, operations, and support teams, KPI/KRI tracking and executive-level status reporting, and vendor and third-party dependency management. Familiar with ServiceNow, Copilot – AI and other release management platforms, CI/CD pipelines and automation practices (Git, Azure DevOps, Jenkins), Microsoft 365/Teams/SharePoint, and cybersecurity, vulnerability remediation, and compliance requirements including SOX audit readiness.

Problem and Deployment Manager - HCL — Wells Fargo - Chennai, India

(2024-11)

• Orchestrate end-to-end planning, coordination, and execution of application and infrastructure release windows and cutover activities across a large-scale, regulated banking environment, executing post-implementation verification (PIV) to ensure rigorous IT governance.
• Manage release scheduling, dependency management, and conflict resolution across concurrent enterprise releases, including risk assessment, impact analysis, and rollback/backout planning to minimize production disruption.
• Drive cross-functional alignment between development, QA, and operations teams to manage issue management, critical incident resolution, and root cause analysis (RCA), reducing high-impact problems by 30%.
• Evaluate and enforce QA methodologies and automation frameworks during post-deployment reviews, supporting release governance optimization and continuous improvement across the SDLC.
• Influence diverse technical and business stakeholders without direct authority to ensure compliance with enterprise change control records, cybersecurity, and SOX requirements.
• Integrate CI/CD tools (Git, Azure DevOps) and ServiceNow with Copilot – AI capabilities into the deployment pipeline, managing transport migrations and vendor/third-party dependencies across multi-system landscapes using Rev-Trac.
• Coordinate release communications and status reporting with business, engineering, operations, and support teams using Microsoft 365, Teams, and SharePoint.

Change and Problem Manager - Prodapt — Virgin Media IE - Chennai, India

(2023-07 - 2024-11)

• Executed a streamlined enterprise change management and release governance process based on ITIL framework and Agile/Scrum methodology, achieving a 30% reduction in unauthorized changes and a 20% improvement in system stability.
• Led Global Change Advisory Board (CAB) meetings and coordinated deployment and environment management (Dev/Test/Production) with Basis, functional, and development teams.
• Assessed cross-module dependencies, performed conflict checks, and applied risk assessment and impact analysis to upcoming releases, driving cross-functional alignment and rollback/backout planning prior to deployment.
• Applied problem management strategies and KPI/KRI tracking in collaboration with stakeholder management teams, lowering recurring issues by 20% and enhancing overall customer satisfaction.

Major Incident and Service Improvement Manager - Prodapt UK - United Kingdom (Remote)

(2022-01 - 2023-07)

• Managed complete and accurate change closures, issue management, and hyper-care support activities post-release, reducing operational downtime by 50% in a shift-based global enterprise environment.
• Analyzed executive-level service reports and KPI/KRI data, implementing continuous service improvement (CSI) and release governance optimization strategies that increased customer satisfaction scores by 50% within 6 months.
• Developed and enforced disaster recovery plans, conducting IT governance and compliance audits on network infrastructure to identify vulnerabilities and implement cybersecurity and vulnerability remediation measures.

Helpdesk Specialist - Prodapt — Virgin Media IE - Chennai, India

(2021-07 - 2021-12)

• Supported enterprise IT operations by logging, tracking, and resolving technical inquiries for over 1,500 customers, increasing regional customer satisfaction by 23%.
• Implemented ticket management workflows using ServiceNow that reduced system downtime and support requests by 24% while maintaining a 2-minute average response time.

Bachelor of Technology - Computer Science - Sree Rama Engineering College, Tirupati (2017-06 - 2021-07)