SUMMARY:

• Technically savvy and innovative IT Service Manager, with proven expertise in developing & implementing high - level IT service management processes and strategies to support complex business operations.
• Collaborate with key partners to analyze and interpret business needs and interface with technical staff to translate needs into solutions. Direct multiple tasks effectively and guide operations teams along with internal and external technology resources to achieve on-time deliverables.
• Strong organization and problem-solving skills; trained and experienced in SDLC. Strong record of success in managing and delivering IT projects to agreed time scales, to support development goals, policies, and operating procedures.

TECHNICAL SKILLS:

Scripting: PERL, JavaScript, HTML, VB, MS Batch, C++

Platforms: Linux, UNIX, Microsoft NT / XP / 2000 / 2003

Database: MS SQL Server, MS Access, Oracle, Stored Procs

Unix/Linux: Shell Scripts, Administration

Other Tools: ServiceNOW, Foglight, Solarwinds, AppDynamics, SalesForce/RemedyForce, Accurev, Subversion,PPM, Assyst, TOAD, Symphony, JIRA, Wiki, Google drive and share

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Change and Release Manager

Responsibilities:

• Own Global Change Management and Release Management processes and lifecycle. This includes scheduling, coordinating and the management of change and release activities across the enterprise.
• Lead Change Advisory Board ( Confidential ) meetings to review scheduled changes, and Emergency Confidential (eCAB) to review and process break fix changes to resolve production issues.
• Implement and manage approval processes for the progression of code in various non-production (dev, functional QA, Regression QA, UAT), and finally to production environments.
• Define and measure success metrics; and monitor CM and RM processes and conduct reporting while maintaining dashboards.
• Maintain IT Release and system patching Calendar by working closely with the IT project managers from different portfolios across IT, providing a centralized view of all releases.
• Manage relationships and coordinate work between different teams spread over various geographical locations.
• Manage risks and resolves issues that affect release scope, schedule and quality.
• Forward formal communication plan to notify of release windows and cycles across different teams.
• Conduct release readiness reviews and Business Go/No-Go reviews.
• Maintain a release repository and manages key information such as release procedures, dependencies, and notification lists.
• Own the Problem Management process and lifecycle. This includes identifying recurring incidents, software or hardware problems; and conducting deep dive root cause analysis (RCA) across the enterprise.
• Follow up consistently on long term fixes identified for problems and close out the problems once fixes have been applied and systems monitored for certain amount of time.
• Own the Infrastructure Architecture Review Board (IRB) process and ensure new infrastructure projects meet company standards and guidelines in the light of capacity management, resource management and priorities.
• Own Asset and Configuration management process and lifecycle. This includes maintaining CIs in CMDB using ServiceNow Discovery; maintaining daily scan schedules; verifying CMDB snapshot against vCenter data on regular basis; installing and responsible for making operational Discovery agent servers in data centers.
• Review ITSM process and documents on annual basis; and assist in SOC2 compliance audits.
• Own ServiceNow as ITSM Tool. This includes working with various geographical stakeholders to accommodate their regional needs and requirements.
• Assist in setting up bi-directional eBonding between ServiceNow and various tools such as JIRA, Salesforce, etc. to allow various teams/groups to continue working in their native tools while maintaining data in ServiceNow as a system of records.
• Work with ServiceNow manager to identify and fill gaps or deficiencies in process flows, work flow, Business Rules, and policies; Identify and fulfil enhancements needed to support business roadmap and drive ITSM process.
• Apply a structured methodology using best practices (ITIL) towards change, release, problem, request, incident and asset and configuration management activities across various global offices.
• Provide leadership in defining the IT strategic direction for IT Service Management tool(s) to ensure process requirements are built in.

Confidential, South Brunswick, NJ

Release Manager

Responsibilities:

• Maintained documents, reports, release calendar and projects and share and communicate using google.
• Initiated project to review and audit users’ access to various environments; drove the project to restrict users access to production environments and funnel the read-only access through LDAP. This resulted in stabilization of environments, reduced business and financial impacts while retaining quality code and data on servers.
• Planned and coordinated projects related to EBU backup of long standing critical servers, Red Hat OS Systems upgrade, Oracle 11g Upgrade and data migrations.
• Implemented and managed release processes for the progression of code in the development, test, training, UAT and production environments while using SDLC background in Agile practices.
• Produced Deployment, Run Books and Implementation Plans using Google sheets.
• Worked with developers to understand impacts of branches and code merges.
• Led and coordinated the Go-Live activities including the execution of the deployment Plans and checklists.
• Continually worked towards making improvements in the release process.

Confidential, Parsippany, NJ

Release Manager

Responsibilities:

• Organized and coordinated complex production releases consisting of cross-functional teams and a multitude of interrelated and independent applications, technologies and infrastructure changes. Technologies included Windows, UNIX, WebLogic, Tibco MW, ETL, Oracle, Sql, DB2, etc.
• Developed Release calendar for upcoming releases that includes release milestones such as Development Complete, QA Test Complete, UAT Complete, VA Scan Complete, Confidential Sign-off, and Release to Production dates. This helped PMO to start planning and aligning their future capital projects at least a year in advance.
• Anticipated release/deployment related issues and initiate corrective action or enhancements when needed, setup triage calls to resolve issues in non-prod environments due to deployments, setup up daily check points to communicate statuses on open or closed issues.
• Finalized planned service outages duration while making sure to reduce both financial and business impacts, reached out to business and incident management for outage duration and time windows approval.
• Generated final master implementation plan for production release that includes pre-implementation, implementation, validation and back-out sections, organized by technology and keeping in mind to cause minimal planned service outages. Plan included detail information related to server listings, resource allocations, duration of each task, any special notes or instructions needed during implementation.
• Provided pre-release communications to key stakeholders, after release has been approved for production deployment. Providing this communication included coordinating with product management teams in preparation of advanced communications regarding scheduled releases (e.g. release notes, etc.) to all internal and external product stakeholders, team members and management.
• Provided post-release communications, status, Issues, Action Items after deployments to key stakeholders, team members and management.
• Prepared documentation for release processes, roles, policies and procedures in light of RACI chart.
• Conducted weekly release management status meeting to provide status and information to QA, Development and Project Management teams on in-flight releases, include current and future issues and concerns related to releases, compliance patching schedules, etc.
• Worked with six sigma and ITIL execution team on process improvements, identifying gaps, finding best solution to reduce redundancies, and inefficiencies in process.

Confidential, Millburn, NJ

Sr. Release/Project Manager

Responsibilities:

• Liaised with Projects & Operations teams and successfully migrated Projects into Production environment
• Define high level release plan, deliverables and deliverables deadlines based on contractual agreements, business needs and company standards
• Identified new tools, technologies, and processes to improve reliability, repeatability, and efficiency of builds and releases
• Work closely with project managers located in different HMM locations and offshore sub-consultants during initial phases of project to ensure that detailed release map is maintained
• Use company’s project management tools to track project’s lifecycle, its finances, progress, and expenditure vs. billing and available budgets.

Release/Project Manager

Confidential

Responsibilities:

• Defined Implementation plan for migrating gas model code from testing to production including back-out plan.
• Ensured projects were completed and delivered on time and within budgets
• Ensured QA/QC of projects was performed per company standards and quality of work was not being compromised at any cost
• Managed clients’ facilities and assets data including document management through oracle servers.
• Managed balanced flow of work between local staff and offshore companies based on direct costs, available resources and budgets
• Defined Scope of Work based on the project proposal and requirements, and generated specifications and standards for implementation of projects