Geeta Das

Worked for Chevron Inc - Perth , WA

• Governing and managing the operations teams.
• Lead customer interaction on service related issues and orchestrate actions within the teams to ensure quick resolution.
• Weekly / Monthly meetings with client addressing the impediments and defect prevention activities
• Documenting meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management.
• Be the contact point for PMO in case of delays, issues, changes of scope resulting in increased costs etc.
• Also performed the role of Scrum Master for the projects in the account
• SLA management - improvement plans for better quality of service provided as per fixed timelines.
• Performing peer ISO 9K audits for the Development, testing & maintenance projects in conjunction with the Delivery Excellence
• Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
• Elevated the role to perform as an ISO 9K and 27K Auditee for the contracts under the Account
• Managing the change and release flow for the DevOps releases.
• Risk assessment & Business Impact assessment SPOC for Account

• Project - HSBC automation (Asset Management Group)
• HSBC implemented DevOps concept of release and deployment late 2017.
• Managing IT , software, NetWare changes and releases for 7 migration projects.
• Changes / releases - process owner.
• Coordination with other service management teams (Incident/ problem) during any disruptions in releases and deployment.
• Following the entire change and release management structure to make smooth transition (Changes and approvals).
• Coordination between project managers, developers , testers ,stakeholders as in when required.
• Tools used - CONFLUENCE , JIRA , GIT, JENKINS, G3 automated deployment.
• Building release pipeline.
• Chairing Release plan meetings , review meetings post implementation.
• RCA discussions on failed changes.
• Monthly report generation and attending quality meetings.

• Agile release management ( Java & mobility apps) Responsibility: Management, planning and delivery of on-site IT management services at BT .Managed 80 team members on 5 teams (Service Delivery, Enduser Operations, including 20 remote site).
• Services included release execution for the upgrading the existing application used by the EE customers.
• Sprint wise monitoring and coordination on successful implementation of hot fixes and Work packs as a part of complete release.
• Coordination with Development teams and testing teams.
• As Technical, (Release Management) I was responsible for: Release schedule & Planning: Ensuring that the Release plan is scheduled and executed on time, Discussing the bottlenecks and show stopper during the implementation.
• Managing Testing process , Discussing any test failures with the test team.
• Post Release discussions , UAT confirmations.
• Signs off the release package for implementation.
• Coordinate release documentation and communications, including training and customer, service management and technical release notes.
• Ensure that the service operations has an appropriate handover and training.
• Test that the Release meets the expected Design & Plan requirements - Activity of Testing Teams with Guidance and Facilitation by Release Manager.
• Review & Close if successful - Activity of Change Management facilitated by Release Manager with the Results of Deployment,.
• Updating the KEDB for the new implemented releases.
• New Hire Interview / Cost : Hiring professional for the various requirements.
• This was the additional responsibility provided by the program manager.

• Application used : BMC Remedy
• Managing the changes on the Remedy servers in terms of customization and fixes.
• Coordinating with the vendor to schedule the approved changes / releases on the instance servers.
• Chalking out the plans and discussing them with the development teams for Releases.
• Seeking approvals from the Service Design Teams and Business analysis teams for the Releases.
• Chairing the CAB and taking the necessary approvals.
• Approvals for Standard changes after CAB review meeting.
• Post implementation reviews for failed changes.
• Arranging the Emergency CAB calls involving the Senior management.
• A part of the ongoing GB project (ITSM 9.0 Transition) that will improve the quality of change documentation and closure.
• Setting KPI's - Management reporting.
• Coordinating with the PROBLEM management team on the upcoming changes to the related CI's , driving the implementation / roll back process accordingly across the team.
• Part of the regular governance calls and vendor management calls.
• Discussing the upcoming new projects , part of the forecast decision.
• Coordination with the Project Managers for the seamless implementation of the customization and fix on the application for preparing the platform before the Go Live dates.
• Managing Releases along with the service design team and the development team.
• Release of designed and approved GOLD BUILD releases comprising of customizations and SW patches to make all the remedy instances in sync.
• Working along with the Config management team and proposing the implementation plans in weekly calls for the gold build versions.
• Host to the Vendor governance call discussing the PIR's and improvement plans.
• Stake holder / customer communication of the release plans and discuss the scope of enhancements.

• Incident Manager for Hilton L2 Desk Application used : Java / Oracle / SQL Responsibility: Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process Discuss and take approvals for any necessary action / procurement / forwarding request to the change Management team during P1 escalations.
• Responsible for communicating with the Incident Process Owner - Making sure the communications went out in timely manner across the client poc's.
• Point of contact for all Major Incidents - Alert and SLA management as per client terms.
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents Monitor the incidents to ensure that the Service Level Agreement are respected Identify, initiate, schedule and conduct incident reviews Ensure the closure of all resolved and end-user confirmed Incident records Provide guidance to the Incident Process Coordinators.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Represent the Incident management team across different calls and quality meetings.
• Preparing SLA management reports.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Handling daily tasks which include Team Management and Team building.
• Review budget & cost on a monthly basis and plan towards achieving annual targets.
• Implementing management policies and directives.
• Lead and participate in Quality and security audits.
• Perform Annual Appraisals for the team.

• Federal Mogul ( SME) Applications : Mainframe security / Linux/ Windows Responsibility:.
• Providing second-level online support to TSO's & Technical Call-Back Team spread over six sites (Gurgaon,Pune,Bangalore, Southfield, New Glasgow, UK).
• Mentoring new team-members through continuous trainings.
• Carrying out comprehensive & exhaustive research with Escalation Engineers for resolution of the cases which were escalated for the second level support.
• Testing the new applications released and providing the feedback for the same in an integrated environment.