Warren Crasto

• Establish and maintain change management policies and procedures that align with industry best practices and organizational needs.
• Review and assess change requests to determine their impact on IT services, infrastructure, and business processes.
• Grant or deny authorization for proposed changes based on the assessment of potential impacts and risks.
• Chaired the CAB and Pre-CAB meeting, in line with business priorities, represented change management as a single point of contact.
• Providing Management Reporting on Change Metrics.
• Initiating PIR (Post Implementation Review) for all the changes that have caused the Major Incident and have a preventative action in place to avoid such instance in future.
• Identify opportunities for process improvements in the change management lifecycle as the part of the continuous improvement plan.

SOC L1 Support

From August 2023 till Present

• IDS monitoring and analysis through SIEM.
• Complete log analysis as needed, prioritizing and differentiating between potential intrusion attempts and false negatives.
• Compose security alert notification.
• Scan and monitor system vulnerabilities on servers and infrastructure devices using a Threat and Vulnerability security solution.
• Investigate and respond to security alerts, assessing the severity of incident and escalating issues as needed.

• Ensure that all stakeholders are aware of and adhere to the change management policies.
• Review and assess change requests to determine their impact on IT services, infrastructure, and business processes.
• Grant or deny authorization for proposed changes based on the assessment of potential impacts and risks.
• Chaired the CAB and Pre-CAB meeting, in line with business priorities, represented change management as a single point of contact.
• Identify opportunities for process improvements in the change management lifecycle as the part of the continuous improvement plan.
• Develop and maintain a release management plan outlining the overall approach to managing releases, including scheduling and coordination.
• Coordinate the planning, design, build, configuration, and testing of all release components.
• Oversee the deployment of releases into production environments, ensuring minimal disruption to ongoing operations.
• Communicate release details and schedules to stakeholders, including IT teams, business units, and end-users.
• Created presentations and infographic for platform release enhancement communications.
• Coordinated scheduled releases and updates.

• Activate the Major Incident Management process when a significant incident occurs, taking a leadership role. Establish effective communication channels to keep stakeholders informed about the incident, including regular updates on the status, progress, and resolution efforts.
• Coordinate the efforts of technical teams, support groups, and other relevant stakeholders to ensure a swift and effective response to the incident.
• Implement an escalation process to involve higher levels of management or additional resources when necessary to expedite resolution.
• Work with technical teams to develop a detailed incident resolution plan, including tasks, timelines, and resource requirements.
• Conduct a post-incident review to analyze the root cause, identify areas for improvement, and capture lessons learned for future incidents.

• Activate the Major Incident Management process when a significant incident occurs, taking a leadership role. Establish effective communication channels to keep stakeholders informed about the incident, including regular updates on the status, progress, and resolution efforts.
• Coordinate the efforts of technical teams, support groups, and other relevant stakeholders to ensure a swift and effective response to the incident.
• Implement an escalation process to involve higher levels of management or additional resources when necessary to expedite resolution.
• Work with technical teams to develop a detailed incident resolution plan, including tasks, timelines, and resource requirements.
• Conduct a post-incident review to analyze the root cause, identify areas for improvement, and capture lessons learned for future incidents.

• Exemplified the monitoring of Paladin (Client Servers) & Dynatrace (Client

Website) into the mitigation of the arising issues of these tools.

• Endured the monitoring of the Client Infrastructures including Servers and troubleshoot the issues in case the issues alerts arose.
• Coalesced with the associated Technical Team for the mitigation of the issues along with monthly preparation of Trend Analysis Reports.