Planning and Organizing
Mentoring
Project Co-ordination
Remya Pookot
Sydney,NSW
Summary
Detail-oriented Change & Release Manager with 16+ years of experience and a proven track record in managing change & release schedules, streamlining deployment workflows, and ensuring compliance with ITIL and Agile frameworks. Possesses a thorough understanding of change management principles and methodologies, adept at executing impactful change strategies that align with organizational goals. Highly valued for collaborative approach and adaptability in dynamic environments.
Overview
17
17
years of professional experience
Work History
Lead – IT Change & Release Management
Ampol Australia Pty Ltd
02.2024 - Current
- Ongoing execution and improvement of the Ampol Change Enablement, Deployment and Release Management practices, providing regular operational and executive performance reporting, and identifying and managing the necessary ongoing process and procedural improvements
- Exercise control over both Internal and External deployment activities (management of vendor changes) that affect Ampol IT Services and the broader Ampol business
- Leads the change and release management team and oversees the entire lifecycle of changes and releases made to customer systems, infrastructure, and applications, ensuring minimal disruption and effective deployment
- Ensure compliance with Ampol policies and procedures, engaging with the various Project, Application and Infrastructure teams (Ampol and Vendor) early in the development lifecycle to guide and influence to define and agree on release and deployment plans with the program and impacted business units
- Lead and coordinate release and implementation planning, ensuring the delivery of Implementation Plans, Readiness Checklists, Change Checkpoint communications, and escalation management
- Chair the IT Change Advisory Board and protect the integrity of the production live services, working closely with the cross-functional teams to assess and reduce the impact and risk associated with moving new or changed hardware, software, documentation, processes, or any other component to live environments
- Chair Ampol’s Release Control Board, and provide oversight and advice with regard to patching, maintenance and upgrades being performed across the environment
- Evaluate and mitigate new risks to the integrity of the live operating environment and ensure effective control and treatment of risk to the availability, performance, security, and compliance of the business services
- Engage in various continual service improvements related to change enablement processes
- Develop a Risk and Impact Assessment evaluator to assess the impact and risk associated with change /releases
- Implemented CAB Workbench in Service Now tool to cater to the automation requirements for change management
- Developed a Release management framework that caters to both Agile and Waterfall projects
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
Change & Release Management
Sydney Trains
01.2020 - 02.2024
- Support the development and coordination of project deliverables, focusing on actionable change management plans, including implementation, communication, training, and resistance management
- Acted as a liaison between management and staff during internal policy updates or procedural changes ensuring a smooth transition.
- Ensured smooth deployment of applications across various platforms by adhering to best practices in version control and release management.
- Championed change management initiatives, leading the adoption of new tools and technologies among team members.
- Assist project management in integrating change activities into overall project plans
- Ensure risk and impact assessments are accurately captured in technical change requests
- Liaise with internal and external stakeholders within the TfNSW cluster to coordinate change activities
- Review and approve implementation plans before submitting business approval requests
- Coordinate major and minor technical releases, ensuring thorough testing, validation, and successful outcomes
- Maintain stakeholder engagement and ensure the BAU Operations team provides timely support during transitions
- Develop Service Design documentation, securing approvals through relevant forums
- Document Business-level Application Profiles during service transitions
- Identify and resolve process gaps, risks, and issues to ensure successful project delivery
- Ensure knowledge articles are documented and transitioned effectively within the support model
- Support new service onboarding into BAU Operations
- Document current ('As-Is') and future ('To-Be') support models for hyper-care and long-term support
- Serve as the single point of contact for technical change process queries
- Collaborate with Sydney Trains Change Management to ensure seamless project-related change implementations
- Draft and distribute business communications for Pre-Go Live, Go Live, and Post-Go Live phases
- Attend weekly Release Board meetings to ensure project-related releases meet approval requirements
- Work with the testing team to review test summary reports before Go Live
- Educate and coordinate with business teams to obtain approvals for change and outage windows
- Http://intranet.sydneytrains.nsw.gov.au/
IT Service Delivery & Change Consultant
Transport for NSW
07.2018 - 12.2019
- Engage with Transport cluster agencies to assess business readiness, acting as a liaison between business and technical teams for change readiness, risk mitigation, and resource allocation
- Manage transitions between development, test, and production environments, collaborating with Service Desk and Operational Managers to ensure proper support, training, and documentation
- Assist TfNSW Infrastructure Service Portfolios in developing, maintaining, and managing infrastructure change schedules, ensuring releases are accurately aligned and reviewed
- Coordinate with release managers and vendors to schedule production system changes within approved project slots
- Maintain IT system integrity by enforcing release and change processes for projects and vendors
- Build and maintain strong stakeholder relationships across business and technology domains
- Conduct change impact assessments to ensure alignment with change quality plans
- Manage vendors and third-party suppliers in building and testing quality deployment change requests, providing necessary support before production deployment
- Develop transition plans and documentation for new service integration processes
- Coordinate efforts across teams, locations, and organizations, including Service Portfolio delivery teams, third-party suppliers, and agencies
- Ensure effective communication with support groups during major changes and releases
- Identify and escalate potential risks, contributing to risk management and mitigation strategies
- Ensure vendors and agencies adhere to the failed change process for deployment-related issues
- Define and report key metrics to Executive Management, measuring the effectiveness of change and release management
- Design a collaborative change management approach, incorporating stakeholder analysis, business impact assessments, and readiness plans
- Develop change management plans and process documents to drive successful outcomes
- Http://www.transport.nsw.gov.au
IT Service Delivery Consultant
DXC Technologies
02.2010 - 02.2017
- Own and manage problem tickets in BMC Remedy, ensuring end-to-end resolution
- Coordinate problem resolution with internal resolver groups, suppliers, and third-party vendors
- Review RCAs and identify the proactive trends to reduce recurring incidents
- Understanding of reports/dashboards/process KPIs
- Strong Analytical, project management, multi-tasking skills
- Demonstrated improvement in process operations and KPIs in previous engagements
- Strong written and verbal communication skills
- Experience with client facing roles
- Oversee end-to-end change management, including planning, impact analysis, and risk assessment
- Manage organization-wide application and infrastructure changes for Zurich
- Conduct post-change implementation evaluations to assess business impact
- Engage and educate stakeholders on change control processes for seamless adoption
- Support major data center migration programs as part of infrastructure transitions
- Provide expert insights on Post Implementation Reviews (PIRs) related to releases
- Chair CAB and Emergency CAB meetings, ensuring structured decision-making
- Monitor and coordinate change approvals through all lifecycle stages
- Standardize change classifications and facilitate prioritization
- Ensure strict adherence to SLAs/OLAs in all change activities
- Maintain post-change review databases for audit readiness
- Coordinate with ISO & SOX audit teams, ensuring 100% compliance
- Assist release teams in bundling related changes to minimize downtime
- Http://www.dxc.technology/
Technical Support Specialist
Mahindra Satyam BPO
11.2007 - 01.2010
- Company Overview: http://techmahindra.com/
- Diagnose and resolve hardware, software, and network issues
- Provide technical assistance via phone, email, chat, or in person
- Escalate complex issues to higher-level support or specialized teams
- Document troubleshooting steps and resolutions for future reference
- Http://techmahindra.com/
Education
ITIL V4 Service Management -
PeopleCert
01.2024
SLA & Operational Metrics -
01.2015
Vendor Management -
01.2013
Certified ITIL V3 Foundation -
01.2011
Incident Management -
01.2011
B-Tech -
Electrical & Electronics Engineering
01.2007
Skills
- Results-driven team player
- Accountability and ownership
- Team Building and Performance Management
- Independent and delivery focused
- Negotiation
- Communication skills
- Demonstrated Analytical skills
- Complex Problem-solving skills
- Agile methodologies
- Transition Planning and Support
- Change Management Techniques
- Change Impact Analysis
- Training need identification
- Stakeholder communication
- JIRA
- Remedy
- Service Now
- USD
- Confluence
- Teamwork and collaboration
Trainings And Development
- Incident Management, India, 2011
- Vendor Management, India, 2013
- SLA & Operational Metrics, India, 2015
Interests
Timeline
Lead – IT Change & Release Management
Ampol Australia Pty Ltd
02.2024 - Current
Change & Release Management
Sydney Trains
01.2020 - 02.2024
IT Service Delivery & Change Consultant
Transport for NSW
07.2018 - 12.2019
IT Service Delivery Consultant
DXC Technologies
02.2010 - 02.2017
Technical Support Specialist
Mahindra Satyam BPO
11.2007 - 01.2010
SLA & Operational Metrics -
Vendor Management -
Certified ITIL V3 Foundation -
Incident Management -
ITIL V4 Service Management -
PeopleCert
B-Tech -
Electrical & Electronics Engineering
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