Release Manager
Affluent Global Services
Total years of experience :11 years, 9 Months
As a Release Manager in IT Service Management (ITSM), my role is to ensure the smooth and efficient delivery of software and technology changes. My responsibilities encompass a wide range of tasks that revolve around planning, coordinating, and overseeing the release of software and IT services.
• Collaborate with stakeholders to create release plans.
• Define release scope, objectives, and timelines.
• Schedule and coordinate releases, considering dependencies.
• Ensure resource availability for releases.
• Identify and mitigate release risks and issues.
• Work with Change Management to document and communicate changes.
• Manage quality assurance and testing processes.
• Oversee the deployment process and monitor progress.
• Communicate effectively with stakeholders and provide updates.
• Maintain documentation of release processes and configurations.
• Continuously improve release management processes.
• Ensure compliance with regulatory and security standards.
• Conduct post-release evaluations and gather feedback.
• Mediate conflicts and resolve issues as they arise.
• Manage relationships with external vendors if applicable.
• Allocate resources efficiently for release activities.
• Be prepared to respond to emergency situations and initiate recovery procedures as needed.
Working as a Change Manager I am a facilitator and responsible for the overall Change management process.
• Brief understanding of ITSM.
• Understanding of ITIL methodology.
• Work with Ticketing tools such as BMC remedy, JIRA, ServiceNow etc.
• Gather all related documents and information for the activity.
• Submit Change request with all the gathered information and documents.
• Liaise with Engineers and Migration coordinators for Business and Technical queries.
• Assess and manage the risk involved.
• Coordinate and communicate with the other impacted team prior to submitting the change request.
• Coordinator with stakeholders and Migration coordinators for any scheduled change freeze.
• Provide necessary information to the owner of the change.
• Review and document change plan.
• Resolve issues related to change submitted.
• Update the user with the change activity.
• Review any RFC submitted and provide detailed information about the activity.
• Ensure all necessary communication, documentation and testing are done prior to submitting change request for approval.
• Once the change is approved create a remedial case for the scheduled change.
• Execute the change as on the scheduled date and time and update the remedy case.
• After successful completion provide closure status.
• Document the change procedure after its implementation.
• Verifying Backup on all the scheduled Storage NAS migration.
• Submitting SRDB incase backup is associated.
• Updating Tableau with both Migrations and Prework CRQs.
• Updating Tableau with Backup information.
• Coordinating with team about change status.
• Following the latest process updates to adhere to compliance.
• Attending all Migration, Backup and Process related calls on regular Basis.
The role analyzes all incoming work and assign it to appropriate resources, ensuring SLAs are met and processes are followed as defined by Internal Procedures. Direct work assignment from multiple clients to groups/individuals in the team.
• Handling incidents and ensuring SLA compliance of Incidents across multiple domains such as Unix, Windows, Vmware, Backup, Storage, Oracle, DB and Build Team.
• Setting up and driving the Technical & Management Bridge for Critical Incidents.
• Verification of MIN or Notification messages to ensure completeness & correctness of the information being sent to the customer.
• Preparing the Post Incident Report for the Critical Incidents.
• Ensuring the recovery is proceeding in a timely and efficient manner.
• Updating Key stakeholders on the progress of the recovery, as required.
• Manage any interfaces that extend outside the normal support area of responsibilities.
• Liaising with Third party service providers for timely updates and following Escalation matrix for any potential delay in gaining the update.
• Utilizing Reporting skills to achieve 100% performance.
• Ensure team mailbox and queues are handled.
• Lead the implementation of any changes in ticketing tool and process to the whole team.
• Preparing and analyzing the data for statistics of performed tasks and workload.
• Responsible for frequent reporting on Incident, Service Request, Change Request and SLA.
• Co-coordinating with all the teams for ticket closure over mails, chat and through calls.
• Responsible for inventory reconciliation on monthly basis.
• Maintaining Records of all On boarded and Off boarded resources.
• Providing class room training to be compliant in all the Quarters.
• Validating Escalation matrix for System Services on monthly basis.
• Ensuring post-review of priority incidents.
• Chairing the incident and problem review meetings.
• Following defined escalation path when needed, as defined in the escalation policy.
• Notifying the participants in the Incident Management process when standards and procedures are not being followed.
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion.
• Identifying incidents which need special attention or escalation.
Worked as Network Analyst at Alcatel-Lucent GNOC.
Taking care of various customers as below:-
TNZ (Telecom New Zealand):
Raising Trouble ticket for faults and work orders
TT SLA Management
Fault Analysis & Rectifications in 3G (WCDMA) Network
Network availability reporting
Trouble Shooting Alcatel BTS (9311 Node b), 5620SAM and RNC (9370 RNC).
Verifying and Reconfiguring the BTS and RNC Parameter.
Responsible for Planned activity and Permits.
Co-Coordinating with Field Engineer to replace Hardware units in the BTS and RNC.
Responsible for CDMA to WCDMA alarm migration.
Monitoring BTS, RNC and SAM alarms through Netcool and WNMS.
Responsible for UMTS alarm clearance.
Taking care of XT111 calls in NZ network through Geoprobe monitoring.
Coordinating with ASC, TRANSPORT, BEARER, PBS and CHORUS team in maintaining a Quality Network.
Responsible for making resolutions up to 99%.
Vodafone Qatar:
Raising Trouble ticket for faults and work orders
TT SLA Management
Fault Analysis & Rectifications in 3G & 2G Network
Network availability reporting
Trouble Shooting Alcatel BTS
Verifying and Reconfiguring the BTS Parameter
Preventive Maintenance
Co-Coordinating with Field Engineer to replace Hardware units in the BTS
Monitoring BTS alarm from BSC /RNC.
Responsible for first level alarm clearance
3GIS SWEDEN TRE/TELENOR :
Raising Trouble ticket management for faults and work orders
TT SLA Management
Fault Analysis & Rectifications in 3G (WCDMA) Network
Network availability reporting
Trouble Shooting Ultra & Flexi WBTS, AXC, SAXC, Flexi-hopper
Verifying and Reconfiguring the BTS Parameter
Preventive Maintenance
Co-Coordinating with Field Engineer to replace Hardware units in the BTS
Creating COCO, IPNB in RNC
Performing license upgrades and SW upgrades installations in UTRAN nodes.