Ramya C
Bangalor
Summary
Dynamic Release Manager with extensive experience at Harman Connected Services, adept in Agile project management and ITIL practices. Proven track record in delivering on-time application releases while enhancing team collaboration and communication. Strong leadership skills and expertise in Jira administration drive continuous improvement and operational excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Release Manager
Harman Connected Services
08.2018 - Current
- Conduct Kanban meetings with the developers and the testers to get daily updates on the developmental activities and to plan for the upcoming production releases
- Manage risks and resolves issues that affect release scope, schedule, and quality
- Measure and monitor progress to ensure application releases are delivered on time with expected results
- Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes
- Manage relationships and coordinate work between different teams at different locations
- Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
- Produce Deployment, Run Books and Implementation Plans
- Weekly Release Reporting
- Communicate release details and schedules to the Business as required
- Negotiate, plan and manage all release activities
- Work with release engineers to understand impacts of branches and code merges
- Maintains the release schedule for all core services and ensure alignment across key partners and vendors
- Continually work towards making improvements in the release process
- Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists
- Participate in CAB meetings to discuss release scope and/or roadblocks
- Research new software development and configuration management methodologies and technologies and analyzes their application to current configuration management needs
- Conducts Weekly meetings with all the stake holders to discuss about the BAU activities, achievements, highlights and improvement plans
- Conducts Bi-weekly meeting with the technology experts and understands the requirements of the projects and the deliverables
- Conducts monthly meetings with the stakeholders and vendors to discuss about the deliverables and the requirements
- Preparing reports for QBR, Monthly board meetings and Weekly tech meetings
Technical Lead
Cognizant Technology Solutions
07.2014 - 07.2018
- Company Overview: Leading Cloud, Cable and Communications Provider in the US
- Accountable for all service delivery activities of the team that handled Change management, Release Management, Problem Management and Major Incident Management in production cloud environment
- Handling Configuration management by managing CMDB in SNOW Tool
- Tracked all project deliverables and reported the Milestone completion status of the project to stakeholders
- Used Kanban & Scrum techniques in managing IT Operations & Continuous Service Improvements
- Recruited candidates for project and at practice level
- Developed training plans and resource development plan for cross training and upskilling the resources
- Define the appropriate goals setting for the team members based on the organizational, personal and client’s goals and set the timelines to it
- Providing excellent customer satisfaction and increasing First level resolution
- Active participation in Customer service improvement surveys and brain storming sessions
- Leading Cloud, Cable and Communications Provider in the US
IT Security Analyst
IBM India Pvt LTD
09.2010 - 03.2014
- Queue Management: Reviewing the incoming tickets and dispatching them to the appropriate skill set
- Managing Incidents which are related to OS (Linux, AIX, HP-UX) Servers
- Creating and maintaining user accounts in various accounts like Unix/Linux/SunOS/AIX by using PUTTY Utility
- Creating and maintaining user accounts and security groups in Windows by using Active Directory Users
- Handling issues escalated from L1 team
- Performing necessary impact analysis to determine the severity of an incident
- Managing all critical & major incidents which include not only hardware and software errors, but also Service Requests
- Taking responsibility of all critical incidents from inception to closure within SLA
- Handling all high priority issues, coordinating with resolver group to chase for an update, alerting/paging updates to higher management
- Creating MIR (Major Incident Report), chasing for the RCA (Root Cause Analysis)
- Facilitating with Problem Management team to get the root cause of Incidents and then initiate actions to improve or correct the situation
- Ensuring that the Incident record is fully updated prior to Problem Management handover
- Establishing and maintaining Service Level Commitments that will ensure an appropriate response to all Incidents logged
- Analyzing feedback, ensuring that support staff would follow established support procedures and have the necessary technical and personal skills to maintain effective communication with customers
- Ensuring the use of pre-defined templates, tracking tools and best practice guidelines
- Ensuring all allocated actions/responsibilities are clearly defined and documented including updates in Service Center
Incident and Network Analyst
Lito Electronics Pvt Ltd
07.2009 - 08.2010
- Jira related tasks of creating projects, dashboards, setting up workflows, handling all Jira related issues
- Allocation, categorization and prioritization of Incidents and Service requests
- Follow ups, updates, and closure of Incidents/Service requests
- Accountable to maintain SLA’s of SR’s/Incidents and Change requests
- Chairing the Incident review meetings
- Notifying the participants in the Incident Management process when standards and procedures are not being followed
- Following defined escalation path when needed, as defined in the escalation policy
- Managing major incidents (P1)
- Hosting P1 calls, coordination with different technical teams to ensure high priority incidents resolves within SLA
- Communication to customers on the regular updates until closure
- Preparing RCA and follow up for a mitigation plan
- Handling High severity tickets, creating and updating the status with support groups on tickets Created
- Performed Bug Review for all the incident tickets that were marked as a Known Error
- Responsible for preparing, planning, organizing and tracking the effective and timely knowledge transition of the resources for increasing the scope and productivity
- Creating awareness within the team about the quality standards practiced
- Managing escalation of issues to specialized support groups for highly technical issues
- Coordinating with customers and support groups for status tracking, update and confirmation
- Building knowledge bases for frequently occurring issue and increase first level support
- Periodic Performance Reports delivery to Management and client with respect to SLA adherence and constant integrity checks to ensure customer satisfaction
- Audit calls and tickets to ensure quality of service and process adherence
Education
Bachelor of Engineering - Telecommunication
PESIT
Bangalore01.2009
Diploma - Electronics and Communication
PVP Polytechnic
Bangalore01.2005
Karnataka State Secondary Education (S.S.L.C) -
Manasa Gangothri Vidyalaya
Bangalore01.2002
Skills
- Strong ITIL, IT infrastructure, and business continuity experiences
- Agile project management
- Strong people management and leadership skills
- Software Development Life Cycle (SDLC)
- QA standards
- AWS basics
- Jira Admin
- Good exposure to ISO operations maturity and QA standards
- Microsoft Office Proficiency
- Scrum management
- ADO
Certification
- CSM
- AWS foundation
- ITIL V3 foundation certification
- CCNA Certification
- A+ and N+
- AIX
Tools And Platforms
- ADO
- Jira
- Service Now
- Remedy
- Splunk
- Citrix HP-Open View
- Wiki (Confluence)
- Project Management
- Change Management
- Release Management
- Configuration Management
- Problem Management
- Major Incident Management
Languages
- English
- Kannada
- Hindi
- Telugu
Awards
- Recognized as Star Performer of BU for maintaining the SLA’s and handling releases with zero rollbacks
- Received 'Client Appreciation Award' for two consecutive years 2022 and 2023
- Received 'Best Performer' monthly award multiple times for effective handling of Release Management
- Recognized in 'Wall of Fame Award' for Audit Compliance and Best Practices
- Nominated for Employee of the Year
Hobbies and Interests
- Kathak Dancer
- Taking initiatives in Cultural activities
- Member of NGO’s which serves Pet and Wild Animals
- Interest in writing and publishing Articles for daily/weekly papers and Magazines
- Taking initiatives in public awareness programs
- Travelling
Profile Summary - Summary
- Focused, Dedicated, Self-driven enthusiastic IT professional with 15 years of well blended experience in IT Infrastructure Services Domain in the area of Service Delivery Management, Technical process transition, Steady State offshore delivery management and Stakeholder Management
- Effective leadership and strong project management skills to consistently achieve organizational and project objectives
- Demonstrated ability to influence team and build strong relationship with clients
- Ability to oversee multiple complex projects concurrently with project leadership ability including planning, analysis, managing deliverables and set up of quality processes/ best practices
- Proficient in ITIL framework methodologies and implementation
- An effective multi-tasker with the ability to prioritize work in a fast-changing Agile environment
- Onsite experience (USA) for Service Delivery and Training
Personal Information
- Passport Number: J4631250
- Father's Name: A.S Chandrappa
- Date of Birth: 01/18/86
- Nationality: Indian
References
References available upon request.
Timeline
Release Manager
Harman Connected Services
08.2018 - Current
Technical Lead
Cognizant Technology Solutions
07.2014 - 07.2018
IT Security Analyst
IBM India Pvt LTD
09.2010 - 03.2014
Incident and Network Analyst
Lito Electronics Pvt Ltd
07.2009 - 08.2010
Bachelor of Engineering - Telecommunication
PESIT
Diploma - Electronics and Communication
PVP Polytechnic
Karnataka State Secondary Education (S.S.L.C) -
Manasa Gangothri Vidyalaya
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