Suganya Narayanan
IT Service Management Professional
Chennai
Summary
ITIL v3 Foundation certified professional with 5+ years of experience as a Change Management Analyst and Change Manager for two Banking Data Warehouses. Ready to pursue new opportunities. Skilled in collaborating with stakeholders to establish and streamline the Change Management Process for a comprehensive Datawarehouse covering Cards, Loans, Deposits, Compliance, and E-commerce Applications. Ensures compliance with ITIL requirements for regulatory reporting, financial analysis, metrics, and monitoring. Active member of the Change Management steering group, providing recommendations on processes and best practices for optimal and efficient use of the Warehouse. Proficient in supporting Application development teams in Waterfall and Agile Methodologies, while also maintaining the Change Module in ServiceNow. Experienced in resource management and project management support for Project Managers.
Overview
6
6
years of professional experience
Work History
Change Manager
Tata Consultancy Services
Chennai
02.2017 - 03.2019
- Client: Northern Trust
- Serve as EPE (Early Project Engagement) Contact and understand the business requirement, nature of change and help the team throughout the SDLC (SIT, UAT and Production) with required Change Management activities and documentation
- Understand the technical requirements of the change and guide them with appropriate documentation for Change requests
- Attend the Critical Incident Meetings to coordinate with the Incident Management team for Problem Record creation and concerned change request process
- Review all Emergency changes (60+ changes per week) executed in the warehouse to match the expected standards and approve the same
- Review all Planned changes (90+ changes per week) executed in the and conduct risk assessment and recommend mitigating measures accordingly
- Conduct Infrastructure CAB meeting with Stakeholders to review and approve Infrastructure changes
- Guide Application Development and Support teams with the Change management Process in Agile Environment
- Maintain the Process Audit Ready (CPO/CTO Audit)
- Handle Escalations from any development team regarding Change Management
- Prepare Change Management Metrics and Business Deck Review Slides
- Conduct Process Gap Analysis based on the monthly metrics, to streamline the process
- Completion of Post Implementation Review with the teams and close the change requests
- Involved in testing, writing test plan and execute test cases in ITSM tool (ServiceNow) for recurring version updates and process changes
- Hands on Experience in ServiceNow Dashboard Maintenance, Reports Generation, Workflow creation, change review and approvals
- Client: Northern Trust
- Project Management – Administrative assistance for the Project Managers and Project Management team as part of PMO team
- Coordinating Project schedules and resources management
- Assist in Project documentation, budgeting and invoicing
Change Management Analyst
Tata Consultancy Services
Chennai
12.2012 - 02.2016
- Client: Bank of America
- Review all changes planned (100+ changes per week) in the warehouse to match the expected standards
- Streamline the change Management process according to the changes in the Data warehouse
- Co-ordinate the various support teams in the change management board
- Guide Application Development and Support teams with the Change management Process
- Organize and Host Daily CAB Review Meetings for UAT and Production changes
- Conduct Help Desk Meetings and Workgroup Meetings
- Maintain the Process Audit Ready (CPO/CTO Audit) through proper review and documentation of standard CM procedure
- Handle Escalations from any development team regarding Change Management
- Prepare Change Management Metrics and Business Deck Review Slides
- Completion of Post Implementation Review with the teams and close the change requests
- Client: Bank of America
- Resource Management - On boarding and Off boarding resources within the Account
- Collect details and help in Background Verification of resources
- Maintain the records about the resources with updated profiles and Infrastructure access
- Assist Managers in analysis on resource management and to prepare and maintain SOW for various projects
- Accomplishments: Key performer Award in the year 2014
Education
MBA - (Part-Time)
Anna University
Chennai, India 04.2001 -
Bachelor of Engineering - Electrical And Electronics
Velammal Institute of Technology
Chennai 04.2001 -
Skills
Change Management
Incident Management
Problem Management
Stakeholder Management
Requirements gathering
ITIL concepts
undefinedPersonal Information
- Date of Birth: 01/09/91
- Nationality: Indian
Additional Information - Note
On Motherhood break from April 2019.
Timeline
Change Manager
Tata Consultancy Services
02.2017 - 03.2019
Change Management Analyst
Tata Consultancy Services
12.2012 - 02.2016
MBA - (Part-Time)
Anna University
04.2001 -
Bachelor of Engineering - Electrical And Electronics
Velammal Institute of Technology
04.2001 -
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