CHETAN KUMAR B M

Process Leadership & Transformation:

• Own and manage Diageo’s global Change, Capacity, Availability, and Configuration Management processes end to end.
• Drive process and tool transformation initiatives to enhance agility, compliance, and performance across the IT landscape.
• Lead monthly reviews of process health, compliance, and improvement opportunities in alignment with audit and business requirements.

Vendor Collaboration & Execution Oversight:

• Act as the process owner, working closely with strategic vendors like Wipro and TCS, providing direction and governance to execute Change, Capacity, and Availability management tasks effectively.
• Ensure vendors operate within defined SLAs, and are aligned with Diageo’s ITSM processes and compliance expectations.
• Change Management and Governance.
• Chair the Change Advisory Board (CAB), and collaborate with technical teams to plan, assess, and approve changes.
• Integrate Change Management with Project and Release Management modules for better visibility and traceability.
• Implement strong change controls to ensure compliance with external and internal audits.

Configuration Management & CSDM (ServiceNow):

• Take ownership of Configuration Management, and lead efforts to adopt and align with the Common Service Data Model (CSDM) framework in ServiceNow.
• Drive the restructuring of the CMDB, improving data integrity, relationship mapping, and service modeling to support business decision-making, and impact analysis.
• Ensure that Configuration Management is fully integrated with other ITSM processes for end-to-end operational visibility.

Capacity & Availability Management:

• Define and monitor key performance indicators (KPIs) to track capacity and availability goals.
• Engage with technical SMEs to define monitoring thresholds, and maintain the Capacity Management Information System (CMIS).
• Produce and review Capacity and Availability Plans, and assess the impact of new business demands on infrastructure and services.
• Participate in meetings with stakeholders to anticipate future capacity and availability requirements.

Cross-Platform & Project Collaboration:

• Partner with SAP project teams and data analytics platforms to manage changes and releases in Agile/DevOps environments.
• Conduct monthly service reviews with platforms to evaluate performance and gather feedback.
• Capture incidents, missed targets, and operational challenges as lessons learned for continuous improvement.

• As a key member of the Operation Excellence and Controls team was responsible for delivering various projects along with Global Change and Release Management, delivered Process Excellence and Process Enhancements to ease the workflow.
• Was responsible for successfully delivering multiple projects within the organization to assist and enhance the performance of Change and Release management.
• Inherit best practices in the market to the Unilever Global Change and Release Process.
• Maintain Global Change FSSI for 18 Month rolling Calendar for Key activities and engage with 33 Platform across Unilever, ensuring smooth flow of Changes.
• Member of Global Change and Release process enhancement, which includes Remedy Enchantment, Workflow Enhancement, Escalation Matrix, and Communication Management.
• Chaired CAB call for Unilever Changes and CAB approval.
• A core member of the KPI report for Unilever which is reported to Change and Release Spoc, Unilever Directors and VPs.
• Automated Emergency Change Process by successfully deploying BOTS which took out Human dependency’s
• Automated FSSI (Global Change Calendar) from traditional Excel to online tools with proper workflow.
• Chair monthly connects with Platform Change & Release Spoc and Unilever Director to discuss KPIs every month, minute discussion for process excellence.
• Ensure the exception calendar is captured and shared with the Leadership Team to see there are minimal exceptions and maximum Process adherence.
• Conduct regular Change and Release Process Training for Joiners and learners which included Q&A sessions. Traditional training is also now automated through Learning Management System.
• Review and approve Changes to be deployed in the system.
• People Management and Escalation Management support the process.
• Automation of various manual efforts and ease the Global Change and Release Process.

• Manage Critical Incidents and ensure less Response / Resolution time with minimal disruption to the service.
• Onboarding Tech Teams on bridge calls for faster incident recovery.
• Be the focal point while leading priority incidents.
• Handle conflict situations and make quick decisions while driving incidents.
• Involve / Manage and drive third parties to the quick resolution of incidents.
• Use the escalation matrix appropriately to get the appropriate level of focus from technical teams and management.
• Sending out executive alerts (Pager)/communication mailers.
• Reviewing and Approving Changes
• Coordinating the activity during an overall change window and keeping all the stakeholders updated
• Owning the root cause analysis via Problem tickets and driving it till closure
• Analyzing incident trends and suggestions for any new Problem Record to investigate reoccurring incidents/events.
• Support SDMs (Both On-shore and Off-shore) to identify About to breach & Breached incidents, changes and problem
• Prepare Daily, Weekly & Monthly SLM reports.
• Prepare Weekly / Monthly slides which will be presented in the Client’s Weekly / Monthly meeting.

• Coordinating Sev1 and Sev2 incidents with the support team.
• Ensuring the closure of incidents within SLA
• Preparing daily workloads for staff & coordinating the daily allocation of work.
• Dealing with and resolving problems and issues which arise.
• Arranging & chairing weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives.
• Working for a client in resolving application and system-related issues.
• Working along with the Duty Manager in resolving the severity issue.
• Handling Bridge calls along with duty manager and resolver teams based on the severity/priority of the request.
• Determined the duties and responsibilities of individuals in a team.
• Organized training workshops to improve the performance of the members who were lagging in terms of performance
• Offered solutions to the top management regarding project-related queries
• Handling Escalations & performing Root Cause Analysis for the Escalations.
• Closely working with Server Support Operations team & Application-oriented Support teams.