● Over 15 years of experience in IT- Enabled Services (ITES)
● ITSM Specialist – Incident; problem; change, release and project management
● Experience in IT project delivery using Waterfall, Agile and Hybrid methodologies
● Manage and lead teams providing infrastructure and systems implementation
● Experience in cloud, on prem and hybrid service management
● Transitions, identify new scope of business and automation.
● Foster a culture of continuous improvement within an Agile environment
● Maintain positive relationships with team members, external partners and stakeholders
● Excellent project management, leadership, planning, change management and analytic skills
● Strong communication, interpersonal, and negotiation skills
PMP, Scrum , SAFe and ITIL certified.
Ò Drive the release management program (A Major Change) for about 40 railway operations applications at CPKC Railways
Ò CPKC is undergoing a complex software integration program between CP and KC railways and there was a need to define and build an efficient software development and deployment process
Ò Introduce the release management process and bring in the culture of delivering releases of applications through agile DevOps methodology
Ò Coordinate with multiple workstreams both internal and external partners, including internal staff from IT and clients, contractors, and vendors
Ò Coordinate with application developers and release engineers to understand the sprint planning, schedule the deployment following the comprehensive deployment plan
Ò Ensure compliance with workstream and PMO Program Standards.
Ò Ensure smooth and efficient software deployments minimize disruptions to production environments
Ò Present the releases in the CAB meetings and answer the questions or concerns raised by leadership, project managers and other stakeholders
Ò Azure DevOps, JIRA, Confluence, MS Project, Visio, ServiceNow and Power-BI are the tracking tools used for driving this program
Ò Parallelly build a program to extend the release process to support sustainment and environment management (example: patch management)
Ò Develop, lead and oversee the end-to-end release management process for complex technology projects, ensuring smooth and efficient software deployments
Ò Oversee all aspects of project planning, including scope development, resource allocation, stakeholder engagement, reporting, and resolve conflicting priorities stakeholders
Ò Implement best-in-class project management frameworks, tools, and systems to streamline delivery and ensure consistent success
Ò Evaluate project scope to determine resourcing recommendations, vendors and SOW to ensure projects are delivered within approved timelines and budgets
Ò Lead and motivate team members creating a collaborative and high performing project team
Ò Monitor project progress and performance using appropriate tools and techniques
Ò Drive continuous improvement through feedback, retrospectives, automation, innovation and define clear roles & responsibilities within the project team
Ò Ensure compliance with organizational policies and processes for enterprise integrations
Ò Foster a strong customer service approach while maintaining high performance standards
Ò Negotiate with business partners regarding projects plans for applications / technology products including planning, scheduling, resourcing, risk assessment, budgets, analysis and milestone establishment
Ò Document and track the key milestones, updates, gaps, risks and obstacles for corrective actions
Ò Ensure that assigned projects are completed on time, on budget and satisfy the requirements agreed with the client
Ò Identify and track the risks, mitigation logs, issues, and dependencies of the project and communicating status of deliverables including charters, project plans, schedules, design documents and retrospect reports
Ò Produce and package deliverables for presentation to various internal support teams, steering committee, and other project stakeholders
Ò Manage the IT desktop support team, ensuring high performance and adherence to company policies ( End User Device / Mobile Device Management)
Ò Proactive approach to risk mitigation strategies and contribute to ongoing improvements in projects aiming at ongoing client satisfaction
Ò Facilitate meetings with team members and stakeholders to ensure clear communication and collaboration
Ò Collaborate with internal IT teams to ensure system stability and security and to continually improve against defined KPI’s
Ò Using strong business, product, and technical knowledge to contribute to enterprise and IT roadmaps
Ò Identify and manage dependencies between programs and projects that will affect priority sequencing and resource allocation decisions
Ò Excellent interpersonal skills, including communication, negotiation, persuasion, escalation management, and conflict management
Ò Set communication plans, drive project governance and coordination needed between cross-functional teams for product delivery
Ò Assemble, execute and deliver of IT services, define standardized techniques to minimize incidents
Ò Prepare regular status reports for leadership and upper management regarding status of project
Ò Develop individualized employee career growth plans incorporating feedback, career aspirations, and training the team members
Ò Timely patch deployment (MS security/3rd party vendor patches, hotfixes) and application rollout governed through the ITIL V4 release management process
Ò Duties as a release manager:
o Gather requirements from requester. (Make sure to collect all the information required for the release)
o Schedule the plan for implementing the various stages of releases through SCCM and Intune
o Manage releases to Mobiles through MDM
o Define the release process in QA, DevOps, and production environment to ensure compliance is adhered to and milestones are achieved
o Develop Knowledge Base articles for rollback strategies, users, service desk agents to minimize incidents
o Ensure best practices for release management are practiced
Ò Duties as a Change manager:
o Review and record requests for change (RFCs).
o Categorize change requests
o Prioritize changes according to business objectives (Normal, Expedited and Emergency)
o Manage the transition of changes from the development team to operations
o Adapts to new tools for accountability and metrics to measure success ensuring highest level of outcomes
o Convene the change advisory board (CAB) meetings
o Coordinating the build, testing, and implementation of changes
o Mediate conflicts related to the change where necessary
o Create and circulate the change schedule
o Conduct readiness and Post Implementation Reviews (PIRs) after the implementation of changes
o Manage all change documentation (policies, procedures, assessments, etc.)
Ò Coach team members on ITIL processes and believed in building strong teams and look for people that feel the same
Ò Actively involved in SharePoint farm migrations for Clients -
o Pre, Post and migration activities for SP 2016 on-Prem to O365 cloud (SPMT)
o Delegate project tasks to resources, prioritize and deliver each task
o Quarterly upgrade activities and performance maintenance of SP2010, 2013, 2016 farms and SQL server
o Experience of IT infrastructure, networking, and cybersecurity principles
o Creation of internal Knowledge Base articles and technical aids for users
Ò Played a key role in administering SharePoint 2010/ MOSS farms; took ownership of the incidents and resolve the issues for the customers
Ò Worked in Global support centre as a Support Engineer, supporting a range of applications including
o SharePoint Portal Migrations
o SQL Server Administrator
o Office Server 2007, 2010
o WSS 3.0, WSS 2.0,
o Project Server 2007 and MS Office suite
Ò Worked on SharePoint Workflows and SharePoint Branding
Ò Uplift the team on technical and managerial fronts by handling escalations for product issues/quality improvements
