Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sarika Korivi

San Jose,CA

Summary

Experienced Program Manager with over 17+ years of experience in managing functional operations and Programs/ Projects/ Releases of all sizes related to Infrastructure, Software, Supplies/ logistics. Excellent communication & interpersonal skills with strong analytical, team building, problem solving and organizational abilities. Strong knowledge of Client products, product entitlements, Customers, ServiceNow, BMC Remedy, Rally, IBM uRelease, Cisco AppDB tools, Jira, Confluence, Kaseya tools

Overview

18
18
years of professional experience
3
3
Certification

Work History

Program Manager

Relanto Inc (Client: Cisco Systems)
02.2024 - 04.2024
  • Aligned program activities with organizational goals and objectives
  • Coordinated and centralized program information and activities
  • Managed program timelines and deliverables to ensure successful transitions
  • Identified and coordinated cross-functional projects within program
  • Communicated program progress and issues with workstream leads
  • Monitored and measured key performance indicators (KPIs)
  • Conducted regular program evaluation and review meetings to identify and resolve current and future challenges
  • Managed program risks through identification, qualification, and development of risk mitigation plans
  • Fostered collaboration and communication among team members
  • Arranged and participated in customer meetings
  • Reviewed key metrics and defined corrective actions for deviations
  • Established and maintained relationships with client stakeholders, providing regular program updates
  • Reported program performance to executive leadership and organization leaders.

Release Manager

Lineage Logistics LLC
05.2022 - 12.2023
  • Conducted release planning and kickoff meetings, defining scope in Jira and establishing detailed release plans
  • Managed release execution process, leading release meetings and overseeing activities like issue documentation and budget tracking
  • Ensured adherence to established methodologies and standards
  • Identified and tracked release issues, driving resolutions and risk mitigation
  • Led change management activities, partnering with clients and team members to drive communication and change initiatives
  • Created change requests using Service Now and maintained change implementation records
  • Contributed to development of communication and change management materials
  • Identified opportunities for business and process improvements, making recommendations accordingly
  • Maintained client engagement throughout release lifecycle, ensuring satisfaction through timely communication and delivery
  • Prepared and presented weekly, monthly, quarterly, and yearly release reports including QBR (Quarterly Business Review) and MBR (Monthly Business Review) presentations to management.

Release Manager & Production Support Manager

SRS Consulting Inc
11.2019 - 04.2022
  • Release Manager: Managed software releases through planning, scheduling, and controlling processes
  • Coordinated with Development, QA, and business teams to ensure readiness based on business requirements
  • Prepared high-level execution plans for multiple project tracks
  • Provided weekly release reporting and facilitated cross-functional impact analysis
  • Reviewed deployment, rollback, resource, and communication plans
  • Created release execution change requests using Service Now
  • Participated in Change Advisory Board (CAB) meetings to address release scopes and roadblocks
  • Managed client relationships and coordinated work across different teams and vendors
  • Communicated release details and schedules to business stakeholders
  • Conducted Release Readiness Reviews, Milestones reviews, and Go/No Go reviews
  • Negotiated, planned, and executed release activities, including Go-live coordination
  • Sent release status communications to executive leadership and business stakeholders
  • Conducted Post Release Assessment (PRA) meetings for continuous process improvement.
  • Production Support Manager: Managed production support team ensuring effective resolution of customer issues
  • Led initiatives to identify and address issue trends, improving software quality
  • Enhanced Production Support Escalation process to expedite issue resolution
  • Collaborated with support and development teams for timely issue resolution
  • Ensured team updates efforts in Rally tool for transparent tracking
  • Handled production support issues and business escalations
  • Conducted root cause analysis, stakeholder communication, and relationship management
  • Generated Incident Metrics Reports using Business Objects tool
  • Communicated application downtime and impact of cross-functional changes to stakeholders
  • Tracked key metrics, developed actionable plans, and communicated progress to achieve targets
  • Developed and maintained support knowledge base in wiki for continuous improvement
  • Facilitated weekly team meetings to address delivery challenges
  • Prepared Quarterly Business Reports for management review.

Enterprise Release Manager

Wipro Technologies Ltd.
05.2016 - 04.2019
  • Managed CI/CD on-boarding, including kick-off meetings, status reports, scheduling and prioritization for both Software and Infra Releases
  • Set-up/ Manage release code branch creation (using Cisco AppDB tool) and investigate, address integration, build, and other technical issues with deployment tool
  • Effectively used real time data from different CI/CD pipeline tools (Rally, PEGA CDRM, uRelease etc.) to manage Sprint/Release Health
  • Conducted Release Readiness Reviews, Milestone Reviews, and Business Go/No-Go reviews to check status of QA testing/UAT/BAT and readiness based on business requirements
  • Maintained release repository and managed key information such as build and release procedures, dependencies and notification lists
  • Co-ordinate with dev, QA and Business teams during Testing phase Infrastructure CR Analysis and Conflict resolutions
  • Release Quality/Rally set-up and coordination with QA, business teams to check status of Release testing and also smoke testing during prod Release
  • Coordinated release activities with Project Managers, Infrastructure teams, DBAs, Production Support teams, QA, DevOps and Cross functional teams to ensure smooth and trouble-free roll out of releases
  • Continually worked towards creating re-usable processes, standards and improvements to release process and documenting them
  • Analyze major aspects of releases within organization, including schedules, interfaces, inter-dependencies, and impacts to Business, QA, development, environment, production support and ultimately customers
  • Conduct end-of-end release close-out activity including full 'lessons learnt' brainstorm and development of recommendations for future releases
  • Leadership and guidance for unior Release Managers for all Release planning and delivery activities.

Transition & Deployment Manager

Wipro Technologies Ltd.
06.2014 - 04.2016
  • Collaborated with cross-functional teams within ERMO to deliver release planning, performance enhancements, and consistent methodologies
  • Led end-to-end release management, from inception to project delivery
  • Gathered project scope from stakeholders and drove releases to normalization
  • Organized and coordinated complex releases, changes, and incidents involving multiple teams and application/infrastructure changes
  • Developed and managed rollout schedules, implementation plans, and activities across functional groups
  • Planned and executed environment refreshes for development and testing purposes, ensuring code conflicts were resolved
  • Implemented risk mitigation practices (e.g., back out plans, contingency planning) before production changes
  • Provided regular written and verbal release status updates to stakeholders
  • Led communication and decision-making forums (e.g., Change Management, Stage Gates)
  • Collaborated with Incident & Problem Management teams to ensure stable environment for continuous integration
  • Managed leadership discussions on upcoming releases and provided status updates on infrastructure requests
  • Served as Change Advisory Board (CAB) member to approve cross-functional changes and impacts
  • Identified and implemented technical and procedural improvements, reducing system downtime
  • Allocated and managed budget resources to align with quarterly objectives.

Incident Manager/ Problem / Change Manager

Wipro Technologies Ltd.
03.2013 - 06.2014
  • Led 6-member Incident Management team (OCC - Operations Command Center) reporting to Delivery Manager
  • Managed all services delivered during shifts, ensuring prompt incident resolution
  • Collaborated with support teams and Operations Duty Managers to drive incident resolution
  • Participated in weekly team leads meetings, bi-weekly trainings, and hosted supplier meetings, presenting IT Operations Service Delivery SLA Dashboard
  • Analyzed incidents to improve quality and provide feedback for Incident Analysts (IAs) under Quality Management System (QMS)
  • Initiated Process Change Requests (PCRs) for implementing process improvements
  • Mentored and coached incident analysts to expedite incident resolution
  • Handled critical and high-priority incidents, issuing communications to senior management on business impact
  • Conducted shift turnovers and handovers, ensuring seamless operations
  • Facilitated team meetings to communicate process updates and ensure awareness
  • Co-hosted Daily Operations Sunrise calls with stakeholders
  • Managed team work schedules and coordinated recruitment and training of new hires
  • Collaborated with Operations Duty Managers (ODMs) for ECAB (Emergency Change Advisory Board) requests as part of Change Management
  • Managed escalations and provided appropriate feedback
  • Proficient in BMC Remedy versions 6.0, 7.1, and 7.6 for effective incident management.

Incident Manager & Service Desk Team Lead

Wipro Technologies Ltd.
02.2011 - 05.2013
  • Managed service desk operations for premier media/publishing client, ensuring compliance with SLAs for response and resolution
  • Collaborated with Service Desk Manager and client stakeholders to analyze SLA performance and implement improvement strategies
  • Presented SLA performance metrics in weekly client calls, fostering transparency and accountability
  • Conducted ticket audits to enhance service quality and efficiency
  • Coordinated workforce management for optimized staffing during business continuity planning
  • Led process, tool, and technology changes to align with business needs
  • Ensured high customer satisfaction scores for service desk operations
  • Oversaw scheduling and performance of service desk analysts
  • Spearheaded service improvement initiatives to meet and exceed SLAs
  • Managed recruitment and training of new team members
  • Contributed to Change Management and Problem Management processes
  • Handled incident management during urgent issues, ensuring adherence to procedures
  • Conducted performance appraisals to support team development
  • Proficient in BMC Remedy versions 6.0 and 7.6 for effective ticket management.

Service Desk Analyst

Wipro Technologies Ltd.
10.2008 - 01.2011
  • Managed Service Level Agreements (SLAs) for service desk ticket handling, ensuring adherence to E-help response and resolution SLAs
  • Provided expert troubleshooting for desktop issues and customer business applications, including account management and user support
  • Accountable for maintaining high transactional Customer Satisfaction (CSAT) scores among end users
  • Updated and enriched knowledge base with expertise and best practices to enhance support efficiency
  • Resolved known issues promptly, contributing to faster ticket resolution rates
  • Enhanced ticket documentation processes to ensure accuracy and completeness of records
  • Successfully handled crisis phone calls and managed web and email tickets simultaneously
  • Assumed responsibilities as backup for Service Desk Team Lead, including task assignment and coordination within team
  • Contributed to desktop support functions, including software deployments using SMS and SCCM.

Sr. Technical Support Executive

Wipro BPO
08.2006 - 10.2008
  • Provided comprehensive technical support for inbound and outbound calls from international customers, focusing on DELL laptops and desktops
  • Conducted OS-level diagnostics and delivered resolution support for Microsoft Windows operating systems
  • Performed initial hardware diagnostics for desktops and laptops to identify issues and provide appropriate solutions
  • Handled Premium Queue support, offering specialized assistance for range of devices including palmtops, MP3 players, LCDs, plasma televisions, and printers
  • Addressed modem connectivity issues and resolved internet and network-related concerns at consumer level
  • Developed expertise in troubleshooting LAN and small home network issues, ensuring prompt and effective resolutions.

Education

Bachelor of Technology - Computer Science And Engineering

JNTU Hyderabad, India
Warangal, India
05.2005

Skills

  • Incident & Problem Management
  • Program / Project Management
  • Change Management
  • Release Management
  • Agile Methodologies
  • Deployment management (CI/CD)
  • Service Desk
  • Desktop Support
  • Production Support Manager
  • BMC Remedy, Service Now
  • IBM uRelease
  • JIRA

Certification

  • ITIL V3 Foundation Certification (EXIN)
  • Certified Scrum Master (CSM)
  • Scaled Agile Framework for Enterprise (SAFe)

Timeline

Program Manager

Relanto Inc (Client: Cisco Systems)
02.2024 - 04.2024

Release Manager

Lineage Logistics LLC
05.2022 - 12.2023

Release Manager & Production Support Manager

SRS Consulting Inc
11.2019 - 04.2022

Enterprise Release Manager

Wipro Technologies Ltd.
05.2016 - 04.2019

Transition & Deployment Manager

Wipro Technologies Ltd.
06.2014 - 04.2016

Incident Manager/ Problem / Change Manager

Wipro Technologies Ltd.
03.2013 - 06.2014

Incident Manager & Service Desk Team Lead

Wipro Technologies Ltd.
02.2011 - 05.2013

Service Desk Analyst

Wipro Technologies Ltd.
10.2008 - 01.2011

Sr. Technical Support Executive

Wipro BPO
08.2006 - 10.2008

Bachelor of Technology - Computer Science And Engineering

JNTU Hyderabad, India

Similar Profiles

CREATE PROFILE
Sarika Korivi