Summary
Overview
Work History
Education
Skills
Certifications
Accomplishments
Timeline
Generic

Sohail Shahulhameed

London

Summary

I am a seasoned Change and Release Manager with extensive experience in managing change and release processes in a large-scale organization. My background in ITIL-related disciplines has given me a solid understanding of continuous delivery and deployment. I am well-versed in using ITSM Tools like ServiceNow, BMC Remedy, and Jira to manage change and release processes.

Working autonomously and under pressure is something that I am used to, and I'm passionate about delivering high-quality services to the business. I know that as a Change and Release Manager, I play a vital role in ensuring that IT services are delivered efficiently and effectively while minimising risks and maximising value to the business.

Overview

8
8
years of professional experience

Work History

Change Controller

Santander
01.2024 - Current
  • Served as one of the focal points of contact for managing and coordinating change requests across 13 regions.
  • Played a pivotal role in coordinating critical changes for the Bank's new Open Banking project, OneApp, ensuring seamless integration and successful launch within the organisation's compliance framework.
  • Demonstrated exceptional responsiveness by managing and implementing a high-risk change on-call outside of regular business hours, ensuring minimal disruption and adherence to established protocols.
  • Provided senior stakeholders with timely communication and comprehensive updates on critical changes, including risk assessments and mitigation plans, to ensure informed decision-making regarding high-risk initiatives.
  • Reduced post-release incidents by 10% through improved testing and change management practices, indicating a decrease in incidents caused by changes.
  • 10% increase in positive feedback regarding the clarity of communication and the impact of changes.
  • Led daily Emergency CAB meetings, providing decisive leadership and swiftly approving critical changes for immediate implementation, ensuring operational continuity during unforeseen circumstances.
  • Developed and maintained a comprehensive change management process documentation in Confluence, ensuring clear understanding, consistent application, and easy access to critical information for all stakeholders.

Module Lead

Mashreq Bank
01.2020 - 04.2023
  • Executed projects using Waterfall and Agile methodologies.
  • Oversaw execution of IT projects from inception to execution.
  • Utilise Agile methodologies to improve change and release management processes.
  • Act as Focal Point for Change and Release Management for 8 Regions in within the bank.
  • Optimised the change and release process, achieving a 15% reduction in average lead time
  • Reduced post-release incidents by 20% through improved testing and change management practices, indicating a decrease in incidents caused by changes.
  • Streamlining the approval process, which reduced waiting times for low-risk changes by an average of 2 days.
  • Work collaboratively with cross-functional Agile teams.
  • Ensure compliance with Agile principles and practices.
  • Analyse risks associated with changes and releases, utilising risk assessment tools and techniques.
  • Implemented clear communication channels and provided stakeholders with regular updates on critical Changes planned.
  • Develop risk mitigation strategies and present findings to CAB for review and approval.
  • Chair CAB meetings and work collaboratively with CAB members to evaluate change and release requests.
  • Continuously improve change and release management processes to minimise risk and maximise efficiency.
  • Ensure compliance with organisational policies and standards.
  • Monitor changes and releases for any incidents that may arise during or after implementation or deployment.
  • Quickly identify and diagnose incidents caused by changes or releases.
  • Continuously improve change and release management processes to reduce incidents occurring in future.
  • In-depth knowledge of ITSM Processes.
  • Provide monthly training to all Technology & Business users involved in change and release management processes.
  • Encourage feedback and suggestions from personnel to improve change and release management processes continuously.
  • Working Knowledge of DevOps Practices.
  • Worked with internal and external auditors to ensure that Change and Release Management processes met audit requirements.

Senior IT Specialist

Mashreq Bank
03.2018 - 01.2020
  • Developed and implemented a Change Management process that reduced unplanned downtime by 20%.
  • Led Change Advisory Board (CAB) meetings, facilitating discussion and prioritisation of changes based on business impact and risk.
  • Conducted risk assessments for all changes, working with stakeholders to develop risk mitigation plans where necessary.
  • Managed the configuration of IT systems and services, ensuring that accurate records of changes, versions, and dependencies were maintained.
  • Developed and maintained Configuration Management Database (CMDB) that was used as single source of truth for all IT assets.
  • Conducted regular audits of the CMDB to ensure that it remained accurate and up-to-date.

IT Specialist

Mashreq Bank
08.2016 - 03.2018
  • Developed and implemented Incident Management process that reduced mean time to resolution (MTTR) by 30%.
  • Established and maintained communication channels with key stakeholders, including end-users, technical teams, and senior management, to ensure timely and effective incident resolution.
  • Conducted root cause analyses for incidents, working with technical teams to identify and address underlying issues to prevent similar incidents from occurring in future.
  • Developed and delivered training programs to ensure that personnel involved in Incident Management processes were properly trained and prepared.
  • Regularly reviewed and updated incident response plans to ensure that are remained current and effective.
  • Monitored incident trends and provided regular reports to senior management on performance of Incident Management processes.
  • Developed and implemented Problem Management process that improved IT service availability and reduced number of recurring incidents.
  • Conducted root cause analyses for problems, working with technical teams to identify and address underlying issues.
  • Developed and implemented preventive measures to address recurring problems and minimise their impact on business.
  • Established and maintained communication channels with key stakeholders, including end-users, technical teams, and senior management, to ensure timely and effective problem resolution.
  • Provided regular reports to senior management on performance of Problem Management processes.

Education

Bachelor of Science - Computer Science

Amrita School of Engineering
05.2014

Skills

  • Agile & Scrum Methodology
  • DevOps Practices
  • ITSM Tools (Service Now, BMC Remedy, BMC Helix, Jira)
  • Service Transition
  • Service Management
  • Stakeholder Communication
  • Change and Release Management
  • Service Delivery & Improvement
  • Service Operations
  • Risk Mitigation Planning

Certifications

  • ITIL V3 Foundation
  • Azure AZ-900
  • Devops SRE Foundation

Accomplishments

  • Awarded Spot Award for Successfully Managing Change and Release Portfolio for 2020,2021 & 2022.

Timeline

Change Controller

Santander
01.2024 - Current

Module Lead

Mashreq Bank
01.2020 - 04.2023

Senior IT Specialist

Mashreq Bank
03.2018 - 01.2020

IT Specialist

Mashreq Bank
08.2016 - 03.2018

Bachelor of Science - Computer Science

Amrita School of Engineering

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Sohail Shahulhameed