Radhika Chakrabarti

INCIDENT MANAGER:

· Takes ownership of the Critical Incident and ensures the analysis of its business impact and the coordination/driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams.

· Decides upon Critical Incident Management technical bridges participants.

· Chairs the Critical Incident Management technical bridges meetings.

· Act as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.

· Ensures appropriate escalation procedures are followed as required.

· Enters incident details in the incident management tool in a timely manner with accurate information.

· Provides accurate and timely communications on impact to the appropriate distribution lists, senior management, and customers.

· Drives governance around incident management, for example, ensuring an incident ticket is opened, escalated, updated, and closed accordingly.

· Establishes regular communication with relevant IT management and the business regarding the status of incident tickets and adherence to the incident management process.

· Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact on production systems prior to approval.

· Contributes to evolving and maturing the incident management process so it integrates with other processes (problem and change management) and tools.

· Leverages incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement.

· Participates in incident management technology evaluations and decisions and manages the day-to-day use of incident management tools.

· Once Incidents are closed, attend Post Incident Recovery (PIR) call, and write Problem cases for those Major/qualifying Incidents to be reviewed with relevant stakeholders and IT Support / Teams.

· Ensure all Problem Management cases are reviewed for Aggravating Factors and Root Cause Analysis and thus managed within the defined SLAs.

· Ensure Scheduled releases are delivered on time. Release status and concerns impacting expected timelines are well communicated.

· Be prepared to support new applications and components by active participation in training sessions, review of documentation, and by seeking clarification.

· Ensure tickets are reviewed to ensure accuracy and completeness.

· Ensure Change activities are planned, coordinated, scheduled, and communicated with business partners.

RELASE MANAGER:

· Manage the end-to-end release process, from planning through to successful deployment, across various environments (dev, test, staging, production).

· Collaborate with cross-functional teams, including development, testing, infrastructure, and business units, to ensure smooth, timely, and efficient releases.

· Monitor and report on release schedules, risks, and milestones to ensure alignment with business requirements.

· Maintain and monitor version control systems, ensuring all configuration items are tracked and managed accurately.

· Oversee the configuration management process to ensure consistent deployment standards.

· Provide support for deployed environments, ensuring correct configuration and resolving any environment-related issues.

· Work with infrastructure teams to address production incidents and engage technical troubleshooting teams.

· Monitor system health during and after deployments to identify any performance bottlenecks or failures.

· Collaborate with teams to resolve issues and optimize system performance to meet business needs.

· Drive continuous improvement of release workflows to increase efficiency and reduce manual intervention.

· Prepare detailed documentation regarding release processes. • Regularly report release progress, post-deployment results, and incidents to stakeholders.

· Communicate with business analysts, project managers, and developers to ensure alignment between release activities and business goals. • Act as a technical point of contact for release-related queries and challenges, offering guidance and technical support as required.

· Strong knowledge of version control systems (e.g., GIT) and build/deployment tools (e.g., Jenkins), monitoring tools - DATADOG

· Maintaining and publishing project Release Plans, Change Release Calendar.

· Assist the Programme/Project Managers and the development team members in planning each release.

· Attending IT Change Management governance e.g. Forward Schedule of Change, Change Approval Board (CAB/ECAB).

· Raise, update and manage change tickets through to closure

· Identifying, resolving and escalation of coexistence issues with other project/BAU changes.

Onboarding new projects and training the new hires

· Manage major and significant incidents to ensure timely resolution of incidents within expectations and SLAs.

· Ensure detailed shift handover reporting.

· Host and manage appropriate Incident calls to facilitate the restoration of major incidents.

· Ensure all incidents have accurate business impact statements, ongoing actions, and detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.

· Ensure all communications are received in a timely manner and managed as per the contract SLAs.

· Ensure effective communication with all key stakeholders and teams.

· After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams.

· Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident.

· Ensure each individual incident is fully recorded on the agreed IM platform and tracked through to completion.

· Manage the upkeep and administration of the incident distribution lists.

· Ensure PIR actions are captured & tracked through tocompletion.

· Co-ordinate, facilitate, advise, and manage cross-regional and global Changes.

· Convene, chair, and minute the Global CAB (Change Advisory Board)

· Ensure adherence to the Change Management policy both regionally and globally.

· Ensure that Prioritization and Categorization of Change Requests occur within limits defined for that region or globally.

· Reject Change requests that lack appropriate information.

· Manage and communicate the Forward Schedule of Changes (FSC) / Change Calendar.

· Steering Changes through the review and approval process. Assess Change requests for completeness and validity.

· Confirming the closure & closure status of Changes and conducting any post- implementation reviews if required

· Chairing Weekly & Monthly calls with customers’ change request Sanity checks and Change approvals.

· Ensuring planned Changes are completed as per the planned schedule by coordinating with technical teams & other stakeholders.

· Convening and chairing bi-weekly CAB meetings with various stakeholders of the organization, to approve Major Changes/Activities.

· Chairing E-CAB meetings for Emergency changes. Managing CR backlog and timely CR closure

· Notifying Change owners and implementers of the approval, rejection, and rescheduling of Changes.

· Driven final Deep Dive Calls with Senior Leadership and Clients.

· Collaborated closely with the entire management to drive the strategy by developing and implementing correct processes.

· Conducted MIM Skills assessment for all Capgemini’s (CG's) Clients

· Conducted Maturity assessments for all the CG's Clients

· Conducted MIM and Change Management training for all the Freshers.

INCIDENT MANAGER

· Incident Management of High Severity Incidents and Outage Management

· Bridge calls, and communicated between technical support teams to ensure uptime of infrastructure within Service Levels

· Ensured issue resolved within SLA.

· Handled client contacts & engage as & when required.

· Acted as the point of contact and escalation for support groups and internal businesses during recovery of major incidents.

· Sent out the relevant reports after the bridge calls and at the end of each incident.

· Sent email communications to a wide global audience giving details of the incidents.

· Send Executive communication when required, via SMS and email.

· Reviewed lower severity issues and ensure that the appropriate focus was being given to driving an incident to resolution through support engagement.

· Documented key actions and events during an incident bridge call.

· Notified the senior leadership of status and impact on customers.

· Post-incident documentation to assist Problem Management in root cause analysis.

· Provided leadership and guidance to the coordinators.

· Proactively monitor High Priority Incidents and coordinates concerned Teams till resolution when required.

CHANGE MANAGER

· Run a cross-impact forum weekly and bring respective cross-function groups to confirm the eligibility of co-existing changes without causing any unexpected impacts.

· Represent all changes to the senior leadership team and advise on final approvals prior to implementation of any change.

· Retrieve data to perform weekly analysis and conduct weekly reports to be communicated and presented to all appropriate stakeholders.

· Review and process all upcoming changes and ensure all standards and specifications are met.

· Engage respective testers and validators for changes with potential impact.

· Monitoring and policing the process, to maintain SLAs and eliminate the potential of unexpected outages.

· Report weekly to Senior leadership regarding the change management performance and success rate, to determine weak points and prioritize.

· Created and circulated the change schedule.

· Convened the change advisory board (CAB) meetings.

· Ensured only approved changes are deployed.

· Trained change requestors and change approvers about processes

· Led the change management activities within a structured process framework.

· Evaluated and improved the change management process.

· Initiated process improvements.

· Information transfer and documentation of process changes

· Followed up on backlogs.

· Managed and review all types of changerequests.

· Documented and created change management reports.

· Managed the change portfolio, which allows the organization to prepare for and successfully adopt the change.