Porchezian D K
Bengaluru
Summary
I am a results-driven Release and Service Delivery Manager with a proven track record at Jio Platforms Ltd and other Previous Organizations, I leveraging expertise in Azure and Jira to optimize operational efficiency. Demonstrated leadership in guiding cross-functional teams and implementing strategic innovations, leading to significant improvements in productivity and customer satisfaction. Adept at formulating data-driven recommendations for continuous process enhancement while effectively motivating teams and engaging clients.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager Release Management
Jio Platforms Ltd
04.2024 - Current
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Collaborated with service management, incident management, and change management teams, and took initiative on the weekly service plan, which includes discussions on business priorities and periodic maintenance planning as part of the service planning.
- Participated with the development (technical) leads in daily and weekly meetings to establish and document release plans, and communicate those plans to all necessary participants.
- Created detailed reports on project progress for senior management review.
Release Manager
Ericsson Global India Ltd
10.2019 - 04.2024
- Overseeing complex releases and managing high-impact release decisions
- Collaborating with senior stakeholders to align release management with business strategy
- Ensuring compliance with regulatory and security standards throughout the release process
- Driving innovation and adoption of best practices in release management
- Contributing to strategic planning and change management initiatives
- Identifying, documenting, tracking, prioritize and resolve defects (bugs or issues) subjected to release of software product
- Work on Asure and Jira tools to track defect status, Work with cross-functional teams to resolve defects and enhance smooth release in production
- Work with Customer to plan and schedule tactical business and technology events, such as software patching, maintenance, or Minor Releases that impact the Business Services, in a manner calculated to minimize disruption to Customer's business
- Proactively highlight opportunities to improve performance in all areas of operations including productivity, financial management, execution of processes and procedures, achievement of service levels and high levels of customer satisfaction
- Work with project management to facilitate project team meetings and manage agendas
- Work with the development (technical) leads to establish and document release plans and communicate those plans to all necessary participants
- Work with IT management to improve the software engineering processes associated with continuously building, deploying, and updating software
- Include reporting on service management, Incident management, Change Management, and weekly initiatives as part of the service plan
- Include discussions on business priorities and periodic maintenance planning as part of the service planning meetings
- Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients
Service Delivery Specialist - Service Management
IBM India Pvt Ltd
11.2016 - 09.2019
- Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of postmortem/root cause analysis
- Performed notifications and status of all incidents to high-level internal leadership and client while managing SLA's
- Collaborate with internal and partner repair organizations, from engineers to executive
- Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues
- Served in the role of team subject matter expert for Service Now tool provide training for my peers and improving overall productivity
- Drive Service management strategies and activities for large-scale technology system implementation projects (e.g
- Oracle, JDE, Salesforce, etc.)
- Consulting on business change initiatives and enabling project teams to follow a standard approach to implementing change
- Work directly with key stakeholders to ensure effective transitions and to build change management knowledge and capabilities across the company
- Lead my service delivery team as Duty Manager (resource allocation, shift schedule and BAU planning)
- Co-ordinate Service Management (Incident, Problem, and Change), Technical team and Dispatch team to ensure service ticket is addressed and SLA is achieved
- Monitor and Manage Mission Critical Accounts servers for high-value customers
- Work with Account Delivery Manager, Event Manager, and Service Managers
- Maintain and analyze project reports containing technical issues (P1, P2 service tickets) and present it when required
- Host/Initiate technical calls with the customer and collaborate our L2 & L3 technical team to provide technical assistance
Technical Accounts Manager
Hewlett Packard Enterprise
05.2010 - 10.2016
- Technical Support Engineer for Hewlett-Packard Commercial printers
- Hands-on experience with Sale Force Dot Com tool (Incident/Problem creation to closure with all ticket updates)
- Was a part of Pilot project providing technical support for customers for Inkjet, Laserjet, and Deskjet printers - RSA and UKI region
- Promoted to support Business Critical Customers - C59C printers within one year
- Handles call escalations, provide additional support engineer handling major issues
Technical Support Officer
Dell International Limited
03.2008 - 04.2010
- Technical support for customers for Dell portable and Dell desktop computer
- Provide support installation of Dell third-party software, antivirus, etc
Education
Master of Business Administration - Marketing and Systems
Bangalore University
06-2006
Bachelor of Engineering - Mechanical Engineering
Visvesvaraiah Technological University
05-2004
Skills
- Asure
- Release management
- Defect Management
- Service Delivery Management
- Incident Management
- Change Management
- HPE Server Certification
- Jira
- Service Now
- Technology Solutions Implementation
- ITIL V3 Foundation
Certification
- PMP Certification ( in-progress )
- ITIL V3 Foundation Certified, ITIL
- Microsoft operating system.
- HPE Server certification (Blade and ProLiant servers), HPE
Timeline
Senior Manager Release Management
Jio Platforms Ltd
04.2024 - Current
Release Manager
Ericsson Global India Ltd
10.2019 - 04.2024
Service Delivery Specialist - Service Management
IBM India Pvt Ltd
11.2016 - 09.2019
Technical Accounts Manager
Hewlett Packard Enterprise
05.2010 - 10.2016
Technical Support Officer
Dell International Limited
03.2008 - 04.2010
Master of Business Administration - Marketing and Systems
Bangalore University
Bachelor of Engineering - Mechanical Engineering
Visvesvaraiah Technological University
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