Responsibilities:

• Single     point of     contact for     the    account     in    all aspects. (Operations, Projects, Release/Change management, Service Performance, etc.)
• Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans
• Build and align the organization’s release calendar, working closely with development managers and from other platform teams.
• Creation of Master Change Record for the project based on the release calendar.
• Creation of Sequence of Events (SOE), Walkthrough and approval from stakeholders for SOE.
• Send Notifications to the product owner and respective stakeholders. Follow change management process for child change records.
• Representation and seeking CAB approval and notifying CAB about System Outage Information Record (SOIR)
• Chair and Drive the Change Advisory Board CAB/Emergency Change (CAB/EC) meetings
• Confirming the resources for change implementation and support.
• Send out the regular status update during the change implementation. Perform change / Problem closure activities.
• Monitors the Project Scope Management process. Ensures that an impact analysis of any change requests is completed.
• Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account.
• Develop and maintain a Service Delivery Plan and Quality Plan to improve/sustain the qualityof the service delivery
• Conduct meetings with the customer on a regular basis to discuss service level performance and improvement and conduct by-yearly SLA review meetings with the Customer.
• Implementing and managing project changes and interventions and presenting reports on project progress.
• Building communication with project stakeholders and managing expectations.

• • Working on complex problems/ projects where analysis of situations or data requires an in-depth evaluation of multiple factors.

Project Name

Thryv

Company Name

4Labs Technologies Pvt Ltd

Duration

From July 2021 --- Till Date

Environment

Service Delivery Manager - Wintel, Unix, Mainframe,Network, Storage, & Cloud Ops

Responsibilities:

• • Good understanding of infrastructure technologies (Wintel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc.)
  • Provide support and participate in the Change Control Board and change control process
  • Provide appropriate inputs to the problem management process, RCA preparation
  • Develop an understanding of the client’s organizational structure and infrastructure environment.
  • Maintain a release repository and manage key information such as build and release procedures, dependencies, and notification lists.
  • Plan and manage all release activities, including coordination of the release schedule across business stakeholders.
  • Enforce compliance to the release management and change control process.
  • Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
  • Execute timely and accurate escalations to support teams as designated by Customer and Suppliers in support of Incident remediation
  • Conduct release readiness reviews, work in close co-operation with the existing development, Infrastructure and Run teams
  • Coordinate with Infrastructure Stake Holders and vendors regarding deployment plans
  • Manage post-implementation support and report status. Create release closure report and present to the executive committee
  • Coordinate and communicate with Change advisory board (CAB) for higher risk changes.
  • Manage work with Application Towers Leads to address and close Incident tickets in a timely manner
  • For any condition requiring service fail-over, manage service and monitoring fail-over in accordance with ITCR playbook

Project Name

Gm – OnStar – USA, Detroit, Michigan

Company Name

MphasiS Ltd. Chennai.

Duration

From April 2010 --- June 2021

Environment

Application Release Manager - Wintel, Unix, Mainframe, Network, Storage, & Cloud Ops

Responsibilities:

• • Providing a positive image of the company through the role as the first point of contact with customers
  • Log calls via telephone into the appropriate call logging system and provide a high level of technical fix both in-hours and out-of-hours. For example, but not limited to, Change Passwords and unlock accounts for internal and external customers where possible.
  • To provide first line hardware, peripheral and software support.
  • Use Remote Desktop tools for software installations, hardware resolution and user guidance.
  • Attempt to fix VPN/RAS/Citrix issues before involving the desktop teams as per contract specification
  • All contract specific mailboxes in accordance with contract hours.
  • To ensure that all work carried out in accordance with the Quality Procedures and in accordance with ITIL Incident Management guidelines
  • Monitor related calls if required. Monitor own ‘open’, ‘pending’ and ‘3rd party’ incident calls.
  • To act as a point of contact for technical queries and share technical knowledge wherever possible, assist with technical training if required.
  • Assist with any technical projects as and when required.
  • To identify potential improvements allowing improved use of resources by automation or change or procedures and feed them to the Team Leader.
  • Shift analysts, where trained, are responsible for the Major Incident Management.

Project Name

DELL

Company Name

Sutherland Global Services

Duration

From Apr 2007 --- Apr 2010.

Environment

Incident Management - Senior Technical Support.