change analyst
Flydubai
Total years of experience :10 years, 1 Months
Experienced in providing metrics on the Change Management process, including KPIs and reports.
❖ Experienced driving the efficiency and effectiveness of the change management process.
❖ Experienced driving, developing, managing, and maintaining the change management process and associated procedures.
❖ Reported writing; both technical and non-technical.
❖ Worked with various technical teams to improve and/or correct the processes or technical shortcomings which lead to improving the change management process.
❖ Experienced working with Operations, Network Engineering, Systems Engineering, Development, and QA teams are preferred.
❖ Conducted assessments to measure the impact of change on people, programs, processes, and technology.
❖ Assessed, developed, and made recommendations to project teams in relation to change readiness.
❖ Collaborated with key stakeholders to develop and execute change management strategies.
❖ Owns all Incidents and Service Requests throughout the lifecycle, ensure team is enabled to facilitate all issues to resolution
❖ Ensure outages are promptly communicated with exceptional quality
❖ Manage chronic issues on internal and external systems and provide feedback to engineering department for improvements
❖ Monitor and manage reliability and availability metrics to infrastructure service level agreements
❖ Identify and drive mitigation for gaps in procedure and process in the team and/or organizationally, Be willing to perform 24x7 on-call as escalation manager
❖ Create and improve standard operating procedures as-needed and in a timely fashion, Develop and maintain comprehensive knowledge articles
Followed the process of ITIL in Change management.
• Ensured Change Requests are fully completed/ validated and have taken the ownership of generating reports for management which includes Daily change report/Upcoming FSCreport/PMRreport/QOSReport.
• Weekly meeting with internal and external customers as necessary.
• Worked with Requesters, Implementers, and Approvers to ensure the process is followed and communicated process changes, resolved rejections and scheduling conflicts.
• Participated in Change Advisory Board (CAB) meetings for the implementation of Changes.
• Assessment of risk and business continuity, change impact, resource requirements and change approval was part of my ownership.
• Use of Enterprise Change Management System to document, track, authorize, and record implementation details of changes made.
Followed the process of ITIL in Change management.
• Ensured Change Requests are fully completed/ validated and have taken the ownership of generating reports for management which includes Daily change report/Upcoming FSCreport/PMRreport/QOSReport.
• Weekly meeting with internal and external customers as necessary.
• Worked with Requesters, Implementers, and Approvers to ensure the process is followed and communicated process changes, resolved rejections and scheduling conflicts.
• Participated in Change Advisory Board (CAB) meetings for the implementation of Changes.
• Assessment of risk and business continuity, change impact, resource requirements and change approval was part of my ownership.
• Use of Enterprise Change Management System to document, track, authorize, and record implementation details of changes made.
• Facilitate daily Change meetings to discuss emergency Changes and coordinate for approvals.
• Creating, Reviewing and Approving the changes which has been created by the infrastructure team.
• Monitoring the changes that is been performed by the team and ensuring the staging is in place.
• Maintaining data for all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting.
• Informing the team to attach the install results/PIR check.
• Responsible for generating reports for management, which includes daily change Report/Upcoming, changes that has been created.
• Ensured that all the production changes are processed according to change management policies and procedures.
• Acted as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure.
• Ensured that service recovery was handled expeditiously and that systematic issues and problems were addressed proactively and are communicated to senior management and key stakeholders for awareness and prioritization.
• Ensured to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensured that the best possible levels of service quality and availability are maintained following ITIL best practices approach in adherence with the service-level agreements.
• I was part of WebEx/Jabber
• Worked as an Level2 agent handling tickets on WebEx & jabber
• Troubleshooted with Cisco WebEx meetings (Windows, Mac, iOS
and android)
• Cisco Jabber troubleshooting Version (MAC, iOS, windows and
Android)
• Checking the system requirements, if the system is compatible or
not
• Checked the productivity tools for outlook
• Audio conference (VOIP, Call in & Call back)
• PRACTITIONER|IBM INDIA
change management