PROFESSIONAL SUMMARY:

An accomplished ITIL Professional with strong background and experience in Service Management arena with key skills in Change Management, Release Management, Incident management, Functional Analysis who knows the "out of the book" process and knows how to translate this to meet demanding challenges in a dynamic operational environment.

• Change Management
• Incident Management
• IT Infrastructure Library (ITIL)
• Release Management
• Continual Service Improvement
• Stakeholder Analysis
• Requirements Gathering, Analysis, Documentation and Testing
• Software Development Life Cycle
• Sarbanes - Oxley (SOX) Compliance
• Upstream/Downstream Impact Analysis

TECHNICAL SKILLS:

Databases : Oracle, 8.x, 9.x, 10g, 11i, SQL server

Area : Change Management, Release Management, Oracle Applications, Oracle E-Business suite, IT Service Management

Tools & Utilities : SQL*PLUS, TOAD, Microsoft Visio, Microsoft office BMC Remedy, PVCS, SSH Client, HP Quality Center, JIRA, hp project & portfolio management PPM tool,Confluence, Wiki, Nagios, CMDB, Incident response manager

Operating Systems : Windows, iOS

WORK EXPERIENCE:

Confidential

Change Manager

Responsibilities:

• Developed and implemented Change Management framework throughout partner teams, ensuring adoption, education and a greater understanding of the management of change across the organization.
• Applied ITIL Best practices, worked with audit team and undertaken SOX compliance initiatives & processes/ governance in fast-paced & enterprise environments.
• Conducted weekly CAB meetings, facilitating discussions and drive requirement reviews, joint analysis of requirements with service owners, IT Managers, Game Producers, incorporating their feedback.
• Evaluates change requests for completeness of implementation plan, impact, back-out procedures, evidence of testing performed and risk level assessment.
• Introduced and embedded Incident management processes from scratch and worked proactively with operational teams and stakeholders to further refine and mature this process.
• Provide executive reporting, creating dashboards, and metrics focusing on continuous improvement and evolution to maximize decision-making and executive visibility.
• Coordinated major incidents, monitored outstanding problems, ensure RCA identification and corrective measures are being taken to permanently fix the problems.
• Mapping requirements of stakeholders, business units and service providers, customizing process & offering comprehensive & innovative solutions in line with specified guidelines.
• Identifying the KPIs and enabling Metrics, which provide value to the Customer Partner Experience.
• Established continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Confidential

Change/ Release Analyst

Responsibilities:

• Assess the impact of different projects and change requests entering in the release and on functional tracks.
• Conducted cross-functional impact analysis and documented the business impact for the large projects in various releases.
• Worked with release manager, project managers, quality analyst to track and maintained a complete understanding of the projects, scope and changes in the release.
• Planning, co-ordination and monitoring of schedules with release management team for multiple tracks till production.
• Responsible for Downtime stakeholder communication.
• Analyze and develop processes and procedures to help our IT organization successfully implement changes to systems and applications.
• Work with Project Managers, IT staff, and business units responsible for implementing changes to ensure that proper procedures are followed. 
• Identified dependencies between applications to eliminate/reduce risks and potential conflicts during releases.
• Create, implement and follow a reporting framework to communicate metrics around system and application changes.
• Established standard documents, templates and workflow procedures.

Confidential

IT Analyst

Responsibilities:

• Participated in the Deep Dive discussions held at the program level.
• Interacting with the business stakeholders to gather requirements, review business requirements and perform impact analysis on existing functionality and system capabilities.
• Assessing the scope, conducting boundary impact analysis, identifying upstream/downstream impacts and dependencies.
• Documenting the functional solution and reviewing it with business users to ensure that the solution being provided is in line with the given requirement.
• Co-ordinate with different cross-functional teams to identify the potential impact of the change request, creating the change requests and managing the approvals and scheduling.
• Work in collaboration with business units, development, quality assurance teams, operations groups, and transition and change management for the planning, managing, and implementation of change.
• Provide first hand analysis of the issues encountered in production and analyze the solutions to be implemented in accordance with the business users of the system.

Confidential

Programmer Developer

Responsibilities:

• Experience in Oracle PL/SQL programming developing, stored procedures, Triggers, functions, Materialized Views, developing complex queries and Views.
• Developed back-end procedures, functions, new forms and reports.
• Involved in fixing bugs in the Production System raised by various clients.
• Conduct impact analysis of customizations.
• Preparation of Technical Design Documents and Unit test cases involved in the customizations.