Ravi J

• Leveraged a change management methodology, processes, and tools to create a strategy that supports the adoption of changes required by the project initiative. Enabled the design, development, delivery, and management of key communications.
• Conducted tech review calls a day prior to CAB meetings to ensure all changes followed the CAB process before discussion during the CAB call. Provided client support and technical issue resolution via email, phone, and other electronic media.
• Conducted Change Management Training for newly joined resources to help them understand and follow the correct change management approach.

Senior Analyst - August 2020 to March 2021 (8 months in Incident Management, remaining time in Change Management).

Incident and Major Incident Management:

• Supporting the minimization of negative impact from incidents and ensuring services are restored quickly.
• Assisting in coordination with support teams for critical/major incidents for quick recovery.
• Helping ensure high and critical cases are handled within agreed SLAs and maintaining KPIs.
• Investigating and diagnosing incidents to restore failed IT services promptly.
• Supporting Critical Situation Management procedures when necessary.
• Assisting in performing PIR (Post-Incident Reviews) for Severity 1 Incidents.
• Contributing to the reduction of incidents by collaborating with Problem Management for Root Cause Analysis.
• Following up on P3/P4 incidents to ensure closure within SLA.
• Helping create daily reports on Backlog tickets and ensuring timely closure.

Problem Management:

• Supporting Root Cause Investigations for Major Incidents, Recurring Incidents, and Top Contributing Incidents.
• Assisting in root cause analysis for major incidents (P1 and P2).
• Contributing to proactive Problem Management by analyzing recurring incidents.
• Helping document findings and resolutions as Knowledge Articles and updates to the Known Error Database (KEDB).
• Applying knowledge of root cause analysis techniques like 5 Whys, Brainstorming, and Fishbone diagrams.

Change Management:

• Planning, delivering, and tracking change management deliverables, including communications, training, stakeholder engagement, change impact assessment, organizational readiness analysis, coaching, and change reinforcement.
• Engaging in project/release planning sessions and contributing and providing recommendations to deliver the changes to production with the least risk and high success rate.
• Review and assess Requests for Change (RFC) for quality and completeness. Ensure that the changes are tested and assured by the Quality Assurance team and change requesters before production deployment.
• Work with the Change Advisory Board (CAB) to ensure readiness, request approvals, and forecast the impact of the upcoming changes to the business.
• Secure approvals from relevant stakeholders for the change deployment after readiness is ensured.
• Post-implementation review of changes deployed to production.
• Monitor the impact of the change on business, operations, and report to the change advisory board.
• Impact and risk assessment for changes in the pipeline.
• Version control tracking for code being deployed to ensure that the version signed off is being deployed to production.
• Manage client's CMDB and generate reports using the service management tool.
• Provide support and recommendations on adherence to the Change process across levels of the IT organization by leveraging knowledge of Change process standards and applying the same to current procedures aligned with ITIL.

Release Management:

• Ensuring that new and changed IT Services are available for use in a timely and planned way.

Service Level Management:

• Supporting the maintenance of agreed SLAs and assisting with reporting activities for incident, problem, and change management processes.
• Helping evaluate and analyze service level metric results.
• Assisting in the documentation of Service Level Management processes, policies, and guidelines.
• Contributing to the definition of KPIs and reporting for the Service Level Management process.