Aditya Gaurav
Bangalore
Summary
Dynamic IT Change & Release Manager with a proven track record at Merck, excelling in change management and ITIL processes. Expert in ServiceNow, I led successful migrations and enhanced service delivery efficiency. Adept at stakeholder management, I foster collaboration and drive continuous improvement, ensuring compliance and operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Change & Release Manager
Merck (Sigma-Aldrich chemicals PVT LTD)
Bangalore
01.2024 - Current
- Led ServiceNow migration for Change Management Module, enhancing IT service delivery efficiency.
- Conducted meetings with process owners to gather requirements for process improvements.
- Designed and implemented ITIL processes, ensuring documentation of guidelines and policies.
- Applied problem-solving skills to resolve operational issues impacting business objectives.
- Monitored SLAs to ensure timely closure of change tickets, maintaining service quality.
- Created use case scenarios and documented workflows using MS Visio for clarity.
- Developed project templates based on Software Development Life Cycle methodology to standardize processes.
- Hosted weekly Shared Services CAB meetings to discuss high-risk changes and foster collaboration.
Senior Associate Consultant
Infosys Limited
Bangalore
09.2021 - 12.2023
- Managed change management processes, ensuring effective communication across cross-functional teams.
- Executed quality reviews of Requests for Change (RFCs) to assess impact and organizational readiness.
- Validated testing protocols prior to approving high-risk changes.
- Chaired Change Advisory Board (CAB) meetings to facilitate decision-making.
- Updated RFCs post-approval, transitioning them to the implementation phase.
- Oversaw Post Change Review (PCR) for all failed changes to identify improvement areas.
- Ensured compliance with change management processes following ITIL guidelines.
- Designed and delivered specialized training resources to enhance user understanding of change management activities.
IT Analyst
Tata Consultancy Services
Bangalore
09.2017 - 09.2021
- Served as change manager, facilitating change requests for various applications and infrastructure while prioritizing PWC.
- Collaborated with global partners to develop and implement process changes aligned with business strategies.
- Streamlined transition from HPSM 9 to ServiceNow, enhancing change management processes.
- Partnered with global and Bangalore technology teams to identify technical challenges and drive process improvements.
- Ensured timely completion of daily tasks and provided support during peak workloads.
- Developed trainers and subject matter experts within the team through consistent guidance and coaching.
- Coordinated cross-territory changes while ensuring adherence to service level agreements.
- Managed risk and impact assessments for each change, ensuring proper documentation before approval.
System Engineer
Tesco India
Bangalore
05.2017 - 09.2017
- Worked as incident manager using ServiceNow Application.
System Engineer
Hewlett Packard Inc
Bangalore
10.2015 - 01.2017
- Managed a team of five associates to enhance incident resolution efficiency.
- Coordinated with global technical teams to expedite incident resolutions.
- Conducted quality audits of incident log entries, ensuring compliance with standards.
- Facilitated training on ServiceNow for ITIL users across Americas and United Kingdom.
- Took ownership of infrastructure incidents, driving technical teams towards resolution.
- Followed up on pending incidents to ensure resolution within SLA.
- Administered user satisfaction surveys to gauge service effectiveness.
- Utilized tools like HP Service Manager and ServiceNow for incident management.
Education
BTECH - Information Technology
Uttar Pradesh Technical University
Greater Noida06-2015
Skills
- Change management
- Major incident management
- Incident management
- Release management
- Service improvement
- Vendor and stakeholder management
- Reporting and analytics
- ServiceNow, HPSM, and Jira
- Capacity management
- ITIL processes
- IT service management
- IT governance
Certification
- ITIL 4 Foundation Certified
- ITIL 3 Foundation Certified
Awards
- On spot award: reducing pending closure count, TCS
- On Spot Award: For converting normal changes (repetitive) to standard change based on risk and impact analysis.
- On Spot Award: Reducing the urgent changes and letting it go as normal.
- Process Improvement Award: This award was given for closing all the audit findings and improving the change management process.
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
IT Change & Release Manager
Merck (Sigma-Aldrich chemicals PVT LTD)
01.2024 - Current
Senior Associate Consultant
Infosys Limited
09.2021 - 12.2023
IT Analyst
Tata Consultancy Services
09.2017 - 09.2021
System Engineer
Tesco India
05.2017 - 09.2017
System Engineer
Hewlett Packard Inc
10.2015 - 01.2017
BTECH - Information Technology
Uttar Pradesh Technical University
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