Your Name
Summary
A capable, intelligent and effective project (change) manager offering excellent track-record of delivering change to large organizations. Possessing a proven ability to affect transformational change across a range of operational areas and thereby making a sustainable difference to a business's operational performance. Offering 7 years of experience in a highly multiplexed environment of Information Technology and Services Industry with expertise in IT Service Management with a profound insight to ITIL Framework. Certified Scrum Master with experience in delivering mission-critical IT agile management solutions. Proven ability to work creatively and analytically in a problem-solving environment.
Overview
8
8
years of professional experience
Work History
Change Manager
Leidos
Chicago
06.2018 - 01.2019
- Responsible for Change Management operations firm-wide, which includes the compliance and governance of all change requests (100,000+ per month) across all environments.
- Create, manage and implement a strategic Change Management procedure and plan, describing the approach to effectively manage changes throughout the life of a project, ensuring adherence to quality standards and ITIL framework, to comply with organization’s regulations and business values without sacrificing the need for expediency, growth and productivity.
- Prepare standardized change request form by clearly and concisely outlining what needs to be changed, so the impacted areas can be reviewed and analyzed
- Maintain, audit and continually improve change management processes to assure coordinated multi-service provider change management processes including: Create and process a Request for Change (RFC), Assess and evaluate changes, Coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation, implement change and review and close change record.
- Develop Standard Operating Procedures and Policies for implementing changes, including risk analysis, communication plans, Quality management plans, milestones and roll back plan with project timeline. Prepare project status reports by collecting, analyzing and summarizing information and trends using Service Now, BMC Remedy and Atlassian Jira dashboards.
- Prepare/modify change plans using Microsoft Project for information technology projects including information such as change objectives, technologies, schedule, staffing.
- Develop and implement process improvement initiatives across the organization. Determine factors for compliance and enforcement. Generate solutions that convinced executive leadership to embrace procedural changes in order to project their vision of cultural and institutional changes
- Identify and define standard changes and act as the formal approval of those within a given sector.
- Apply a structured methodology to lead change programs, including defining and measuring success metrics, defining how quality is measured, the tolerances required of change deliverables, how compliance is measured and the process for addressing those instances whenever quality measures are out of tolerance or compliance and monitoring change progress.
- Document practices and procedures that led to project successes, and make recommendations for applying them to similar future projects and maintain the same in Microsoft SharePoint/ Confluence.
- Managing sensitive change freezes in-line with commonwealth business priorities.
- Schedule and facilitate meetings related to change projects.
- Determine if a delay in maintenance can be accommodated and respond to the agency's request for limited blackouts. Submit and coordinate Blackout/Freeze requests.
- Coordinate agency/delivery center [non-enterprise] maintenance activities around the enterprise maintenance windows.
- Prepare a finalized training plan and schedule to address the needs of the project approved by the stakeholders. Publish training documentation and provide training coaching and guidance to the employees and consultants on the change management process with maximum supervision.
- Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages.
- Managing and prioritizing change conflicts in terms of change scheduling.
- Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units.
- Defined post implementation review (PIR) plan and procedures to identify and resolve problems. Chaired the PIR discussions for examining the planned versus the actual results with respect to test plans, rollback plans, remediation plans, impact analysis, change collisions.
- Create and manage work breakdown structure of change projects. Assign duties, responsibilities and authorities to change implementation teams.
- Coach senior leaders and executives to be effective change sponsors.
- Develop and execute communications, education materials, and training within the change program.
- Guide and support peer project managers to integrate change management activities into their project plans.
- Utilize Remedy Request System applications to support Change function.
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
Process & Operations Lead
Cognizant Technology Solutions Pvt Ltd
City
07.2014 - 08.2017
- As Change Manager, chaired all CAB (Change Advisory Board) and ECAB (Emergency CAB) meetings to assess, prioritize, authorize and schedule complex changes with higher impact and risks. Supervise, manage and approve workings of Change Advisory Board.
- Developed change management plan to define the process to track change requests from planning, submittal to final disposition (submission, coordination, review, evaluation, categorization), the method used to communicate change requests and their status, the escalation process if changes cannot be resolved by the team and the process for project re-baselining.
- Identified improvement areas and facilitated Process improvement procedures to improve the alignment and performance of change process with the organizational strategy and customer expectations to maximize customer satisfaction levels.
- Acted as a Scrum master and facilitated all scrum ceremonies including sprint planning, daily scrum calls, sprint review, and sprint retrospective. Logged and assigned production defects to concerned teams using Atlassian Jira.
- Collaborated closely with the product owner in backlog grooming and making sure not only does scrum team understand the requirements but requirements are consistently prioritized and ready for team consumption during sprint planning.
- Created/ Modified change plans using Microsoft Project as per ITIL standards for information technology projects including information such as change objectives, technologies, schedule, staffing.
- Authorize acceptable changes, either alone or after a CAB or ECAB has taken place.
- Created and published project plans : change management plan (Describing the approach to effectively manage changes throughout the project life cycle), Communications management plan (Describing the communications process that will be used to throughout the project life cycle), Quality Management plan (Describing the approach used for Quality Assurance and Quality control throughout the project life cycle) and Risk Management plan (Describing approach to manage risk throughout the project life cycle).
- Provided training on change management process and tools. Updated training materials and user guides regularly and made them accessible online so the users can download and print the same for reference.
- For seamless change management transition, used a checklist to check all necessary data is updated in the RFC document correctly. Elaborate Implementation plan, backout plan and test plans are updated in the change ticket.
- Developed a detailed Quality management plan and designed the best possible way to capture the problems, quality and compliance issues, and the reason for their occurrence and provide solutions on how can the problems be eliminated. Performed quality assessments on changes submitted for CAB review.
- As Change Manager, chaired all CAB (Change Advisory Board) and ECAB (Emergency CAB) meetings to assess, prioritize, authorize and schedule complex changes with higher impact and risks. Published and distributed agenda to Change Board prior to CAB (Change Advisory Board) meetings.
- Completed detailed verification and auditing of release notes and deployment guides before the implementation of any change.
- Reviewed and evaluated the overall change process, identifying and implementing process improvements as appropriate.
- Taken escalations for resolving critical issues; ensuring delivery and business continuity.
- Distributed agenda and hosted the Monthly Project Management Review.
- Handled the people management aspects of a 7-member team comprising of Network consultants. Monitored and analyzed the performance of the team members in terms of SLA adherence, schedule adherence, quality of service and customer satisfaction and charted out plans for improvement in quality and service standards.
- Created work flow assignments based on corporate priorities.
- Communicated across organizational boundaries from engineers through to senior managers.
- Conducted continuous audits to ensure compliance and sound functioning of the process.
- Provided feedback to the resources based on quality audits to ensure that the teams adhere to all quality procedures.
- Facilitated Daily/Weekly/Monthly calls with the Project Management team/Client to understand the change requirements, gather information & create documentation (when necessary).
- Facilitated weekly change Review Calls with customer to improve the standards and receive feedback on the Newly setup processes.
- Ensured continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels and future business generation.
- Assisted various departments with change by communicating new improvement plans and expectations.
Change and Problem Manager
Cognizant Technology Solutions Pvt Ltd
City
04.2011 - 06.2014
- Managed workings of Change Advisory Board.
- Decided which CAB members will come to which meeting, who gets specific RFCs depending on the nature of the RFC.
- Convened urgent CAB or ECAB meetings for all urgent RFCs.
- Identified threats and raised proactive changes to avoid system breakdowns.
- Provided timely, concise and clear written and verbal communication to all stakeholders during critical incidents, including the delivery of outage reports.
- Dealt with Emergency Changes in a described manner regulated by the ITIL guidelines and Change Management procedure.
- Ensured changes are managed through the Change Management life cycle, are appropriately authorized, and ensuring breaches of the process are dealt promptly and effectively.
- Outlined Unauthorized Changes, ensuring adherence to it.
- Published and distributed agenda to Change Board prior to CAB (Change Advisory Board) meetings.
- Coordinated and conducted change building, testing and implementation activities, according to specified schedules and
- Managed the whole Change Work flow End to End.
- Analyzed, prioritized, classified and scheduled the Requests for Change (RFCs).
- Ensured accomplishment of intended objectives by all implemented changes.
- Ensured that all changes submitted for review have required approvals, as per RACI Matrix.
- Validated knowledge base documents.
- Acted as SPOC for all Problem related processes and responsible to invoke escalations.
- Reviewed repeated issues within operations and business management and established trend analysis as a standard vehicle for Proactive Problem Management. Ensured that problem record has been created for all major incidents and tracked to the closure by Problem Manager.
- Facilitate activities related to corrective & preventive actions post client approval.
- For all the known errors make an entry in KEDB and as and when the permanent fix is identified, make necessary changes to the same.
- Developed incident management activities to maintain ownership, monitoring, tracking and communications of all major incidents.
- Tested and Trained the Team on Ticketing Tool, BMC Remedy 8.1 and Service Now.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
Education
Bachelor of Technology - Computer Science And Engineering
Synergy Institute Of Engineering And Technology
Dhenkanal, OD2009
Skills
- ITIL v3 Certified
- Certified Scrum Master
- BMC Remedy 10
- Service Now
- BMC BPPM
- Atlassian Jira and Confluence
- PeopleSoft HCM
- Six Sigma
- Enterprise Learning Management
- MS Office (Excel, PowerPoint, Word)
- MS Project, Visio, Outlook
- Adobe
- SharePoint
- Strong written and verbal communication
Additional Information
Date of Birth: May 18th 1988
Passport: Indian Passport
Passport Number: Z4808681 (New Passport) | H5656922 (Old Passport- Expired)
Timeline
Change Manager
Leidos
06.2018 - 01.2019
Process & Operations Lead
Cognizant Technology Solutions Pvt Ltd
07.2014 - 08.2017
Change and Problem Manager
Cognizant Technology Solutions Pvt Ltd
04.2011 - 06.2014
Bachelor of Technology - Computer Science And Engineering
Synergy Institute Of Engineering And Technology