Diya Nayeem
Bangalore
Summary
Dynamic Release Manager with a proven track record at Accenture, adept at change control and release management. Successfully minimized disruptions while enhancing service delivery through strategic stakeholder collaboration. Skilled in major incident resolution and Problem management, driving operational efficiency and ensuring timely Project releases. Committed to achieving organizational goals through effective communication and leadership.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Release Manager
Accenture - UBS Client
Bangalore
05.2024 - Current
- Collaborated with stakeholders to develop release plans aligned with business objectives and timelines.
- Oversaw scheduling and execution of software releases, managing dependencies between components and teams.
- Maintained detailed release documentation, ensuring clear communication across the organization.
- Implemented change control processes to assess proposed changes and minimize release risks.
- Completed risk assessments and deployed management strategies to prevent roadblocks.
- Coordinated user acceptance testing prior to production deployments to ensure quality.
- Monitored milestones and deliverables to proactively identify potential roadblocks.
- Managed communication among development, QA, operations, and stakeholders throughout the release cycle.
Change Manager SIAM Lead
Accenture - Currys (client)
Bangalore
08.2021 - 03.2024
- Directed change lifecycle management, enabling impactful modifications while minimizing disruptions.
- Evaluated risks linked to proposed changes and outlined preventative strategies for stakeholders.
- Partnered with incident/problem managers to prioritize urgent business issues needing resolution.
- Engaged with technical leads post-failure of changes, analyzing causes and documenting solutions.
- Orchestrated planning of release schedules, monitoring risks affecting implementation scope.
- Managed concurrent business transitions, ensuring achievement of organizational goals.
- Defined metrics and KPIs for effective tracking of Change Management success.
- Identified automation opportunities within Change Management processes for enhanced operational efficiency.
Major Incident Manager
Accenture - Carlsberg (Client)
Bangalore
09.2018 - 07.2021
- Monitored and tracked progress of major incidents from initiation to resolution using incident management tools.
- Developed communication plans for timely updates on major incident statuses to stakeholders.
- Documented major incidents, detailing timelines, key players, and root cause analyses.
- Prepared and presented reports summarizing major incident data at regular senior management meetings.
- Acted as escalation point for unresolved or challenging major incidents.
- Implemented processes for managing major incidents, ensuring stakeholder awareness throughout.
- Coordinated with IT teams to ensure timely service restoration post-major incidents.
- Identified opportunities for improvement in the incident management process and implemented changes.
Infrastructure Lead
Cognizant Technology Solutions
Bangalore
11.2017 - 07.2018
- Initiated escalation management process through identification and analysis of accounts based on criteria.
- Collaborated with tools team to link escalation tasks with relevant incident and problem records.
- Established skilled escalation management team to ensure effective handling of escalations.
- Updated documentation of escalation processes to support continuous improvement efforts.
- Engaged client and operations teams to identify opportunities for service enhancements.
Service Management Specialist
Unisys India Pvt.
Bangalore
06.2015 - 08.2017
- Compiled reports analyzing customer feedback, SLA performance, and service level modifications.
- Applied best practices to enhance incident management and root cause analysis methods.
- Performed ongoing assessments of service delivery operations to discover improvement areas.
- Orchestrated teamwork among internal departments and third-party vendors to expedite incident resolution.
Service Lead ITIL Process Coordinator
IBM India Pvt. Ltd,
Bangalore
03.2011 - 04.2012
- Functioned as key liaison for Service Management in customer delivery and escalation processes.
- Directed aspects of Infrastructure Services, focusing on configuration item management.
- Guaranteed high standards in maintaining infrastructure and environmental services for accounts.
- Coordinated efforts with Project Executive and technical teams for project planning.
- Collaborated with change management team to obtain necessary approvals for changes.
- Monitored task completion within deadlines to ensure project success.
- Presented weekly and monthly project updates to executives and technical stakeholders.
Sr. Service Executive
HP Global Soft Pvt. Ltd
Bangalore
09.2004 - 12.2010
- Managed the incident management life cycle.
- Managed Change Management process.
- Managed Problem Management Process.
Education
MBA - IT Systems Management
NMIMS NarseeMonjee Institute Of Management Studies
Bangalore06-2022
Bachelor of Science - Computer Science
MRSC
Bangalore06-1999
Skills
- Change control and release management
- Major incident resolution
- Request handling and service catalog
- Transformation and transition services
- Service enhancement initiatives
- Agile practices knowledge
- Document control processes
- Project management oversight
- Collaboration with stakeholders
Certification
SIAM Professional Certified
ITILV4 Intermediate Certified
Azure Foundation
Timeline
Release Manager
Accenture - UBS Client
05.2024 - Current
Change Manager SIAM Lead
Accenture - Currys (client)
08.2021 - 03.2024
Major Incident Manager
Accenture - Carlsberg (Client)
09.2018 - 07.2021
Infrastructure Lead
Cognizant Technology Solutions
11.2017 - 07.2018
Service Management Specialist
Unisys India Pvt.
06.2015 - 08.2017
Service Lead ITIL Process Coordinator
IBM India Pvt. Ltd,
03.2011 - 04.2012
Sr. Service Executive
HP Global Soft Pvt. Ltd
09.2004 - 12.2010
MBA - IT Systems Management
NMIMS NarseeMonjee Institute Of Management Studies
Bachelor of Science - Computer Science
MRSC
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