Swadhyayana Murthy Ganapa

• Possessing 16 years of experience in IT- Enabled Services (ITES)
• 8 years of experience as a Release and Change manager.
• Customer service, IT delivery and operations management
• IT- Service Management (ITSM) (Incident, Release, Change, Knowledge and Problem Management)
• Experience in waterfall, agile and DevOps methodology
• Multi-tasking, results driven, strong interpersonal skills
• Basic knowledge on programming language
• Maintain customer focused relationships and culture
• Ability to adapt and perform in frequently changing environments
• An individual who is detail-oriented, analytical and problem-solving skills
• Proficient communication skills, fluency in English have basic knowledge in French

HCL Tech Canada - Jul 2022 – Till today

Release and Change Manager

• Scheduling change and releases of various cloud based digital / retail applications through agile methodologies. (AWS and Azure)
• Communicate project-related details including plans, timelines, requirements between various teams and speeding delivery
• Create release/implementation plans and coordinating with multiple engineering teams and deal with CI\CD pipeline (Github) and mobile app deployments
• Establish and maintain schedules, release calendar, carry out post implementation reviews ( PIR )
• Strong knowledge about software development lifecycle ( SDLC ). Manage associated risks, conflicts and impediments and their effect on quality and schedule of sprint releases
• Manage scope and quality, proactively assess and mitigate risk through each release life cycle.
• Collaborate and communicate in Scrum ceremonies, including backlogs, updates, stand-ups, sprint demos and conduct release retrospectives combined with plan for next sprint
• Drive continuous team improvement through retrospectives is strictly followed
• Manage knowledge articles, feedback and necessary content creation for every change and underlying design
• Experience with Jira, Confluence and Service now, configuration management
• Create the change records for each release, review and get them authorized by the implementing, testing and assigned organizational teams
• Present them in the CAB meeting to identify conflicts / dependencies with changes planned by other groups and mitigate the risk of any blocking issues
• Conduct engagement talk points with different teams and stakeholders to communicate the key milestones, gaps / risks of a change and release schedules
• Set-up weekly meetings, triages, conduct Go-Live / Go No-Go meetings and resolves roadblocks

CAPGEMINI India - Jun 2011 – Jun 2021

Operations Delivery Manager 

• Assemble, execute and deliver of IT services, define standardized techniques to minimize incidents
• Identify new business scope and areas of improvement leading to business excellence for clients
• Project progress as per scheduled deadlines, with-in cost (Budgeting) and effort parameters
• Project risks, issues, and dependencies including the processes for logging and tracking
• Guide the teams for assessing client requirements and mapping them to business solutions
• Implement SAFe principles and practices, sharing project management experience
• Collaboration with onshore and offshore client representatives, ODMs and SDMs for nderstanding internal and external project dependencies
• Communication plans, drive project governance and coordination needed between cross-functional with relevant teams for product delivery
• Guide team members to meet their personal and professional goals

Release and Change Manager 

• Timely patch deployment (MS security/3rd party vendor patches, hotfixes) and application rollout governed through the ITIL V4 release management process
• Duties as a release manager:
  • Gather requirements from requester. (Make sure to collect all the information required for the release)
  • Schedule the plan for implementing the various stages of release
  • Identify and document the risks and issues during the test /pilot phases, escalations and inform them to the requester
  • Define the release process in QA, DevOps, and production environment to ensure compliance is adhered to and milestones are achieved
  • Develop Knowledge Base articles for rollback strategies, users, service desk agents to minimize incidents
  • Ensure best practices for release management are practiced
• Duties as a Change manager:
  • Review and record requests for change (RFCs).
  • Categorize change requests
  • Prioritize changes according to business objectives (Normal, Expedited and Emergency)
  • Manage the transition of changes from the development team to operations
  • Adapts to new tools for accountability and metrics to measure success ensuring highest level of outcomes
  • Convene the change advisory board (CAB) meetings
  • Coordinating the build, testing, and implementation of changes
  • Mediate conflicts related to the change where necessary
  • Create and circulate the change schedule
  • Conduct readiness and Post Implementation Reviews (PIRs) after the implementation of changes
  • Maintain all change documentation (policies, procedures, templates, etc.)
• Coach team members on ITIL processes and believed in building strong teams and look for people that feel the same                                                                                                                                        

Team Lead (SharePoint Administration) 

• Actively involved in SharePoint farm migrations for Clients -
  • Pre, Post and migration activities for SP 2007 to SP2010 Migration
  • Quarterly upgrade activities and performance maintenance of SP2010 farms
  • Identifying long running issues and act upon them through help from Vendors, other teams
  • Creation of internal Knowledge Base articles and technical aids for users
• Played a key role in administering SharePoint 2010/ MOSS farms; took ownership of the incidents and resolve the issues for the customers

MICROSOFT India – Feb 2005 – Apr 2011

Support Engineer 

• Worked in Global support center as a Support Engineer, supporting a range of applications including 
  • SharePoint Portal,
  • Office Server 2007, 
  • WSS 3.0, WSS 2.0,
  • Project Server 2007 and Office Suites
• Worked on SharePoint Workflows and SharePoint Branding
• Uplift the team on technical and managerial fronts by handling escalations for product issues/quality improvements

Customer service representative –

• Handled Premier, Enterprise and Developer customers seeking technical support
• Create incidents based on the problem description and technology, check for support entitlement.
• Route the incident / Warm handoff to the specialty teams
• Worked with the content management teams for content creation during new product release

                                                              CERTIFICATIONS

Scale Agile – SAFe 5

Certified SCRUM Master

ITIL V4

AZURE FUNDAMENTALS - AZ-900

Managing Microsoft SharePoint Server 2016

MCTS:  Microsoft Office SharePoint Server 2007 

MCTS:  Microsoft Office Project Server 2007

MCDBA: Microsoft SQL server 2000

                                                                  EDUCATION

Master of Computer Application (MCA)   2003

Sri Venkateshwara College of Engineering, University of Madras, Chennai, India                                          

Bachelor of Commerce (B Com)    2000

DG Vaishnav College, University of Madras, Chennai, India