Change & Release Manager

Information Technology Hollywood, California


Description

Job Description:

The Change and Release Manager is responsible for compliance with the established and auditable Change Management and Release Management processes within j2 Global®. The purpose of this position is to coordinate and manage all releases and production changes throughout the j2 infrastructure. The Change/Release Manager will ensure that established policies, methods and procedures are followed for all releases and production changes in order to minimize any service disruption and to improve the day-to-day operations of the organization. The position is responsible for running the Change Management and Release Management meetings, tracking Change and Release tickets in the corporate ticket tracking system, and for ensuring that change information is effectively communicated to all affected parties.

Responsibilities:
  • Ensure the integrity of j2’s Production Environment worldwide by managing the Change and Release management processes.
  • Oversee the change management and release management processes and maintain change and release process documentation.
  • Monitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes; follow up non-compliant changes made outside the change management process.
  • Working with the Engineering, Network Operations, Project and Product Groups, manage and track all releases into the production environment. Update & maintain proper status of tickets in the corporate ticketing system.
  • Using the corporate ticketing system, review all Change Request tickets and accept/reject as appropriate. Once a ticket has been accepted, facilitate proper prioritization, review and approvals in compliance with policies, standards and processes.
  • Coordinate, convene, and facilitate change review meetings; record decisions made during change review meetings; maintain a schedule of approved and tentative system changes.
  • Resolve scheduling and scope conflicts when priorities are unclear or deadlines are in jeopardy.
  • Analyze change records to determine any trends or apparent problems that occur and suggest improvements.
  • Update and ensure the on-going data integrity of the change management database.
  • Create and administer change procedures; recommend adjustments to the change system over time, as appropriate.
  • Implement, maintain, and act as the primary point of reference for the Change/Release Management systems.
  • Evaluate and recommend methods and tools for streamlining and improving the change and release process.
  • Lead the set-up and proper configuration of Change/Release Management tools and provide assessment and recommendations for continual improvement.
  • Maintain and manage release and maintenance calendars.
  • Define and measure success metrics and monitor change progress; Track and report issues.
  • Assemble and maintain reports for release and change management process support and improvement.
  • Assemble and maintain monthly Service Level Agreement performance reports.
  • Groom subject matter experts within the j2 NOC to assist with enforcement of the Change/Release Management Processes.

 Job Requirements and Experience:

  • 5+ years of Release Management experience in a 24x7 customer-facing environment.
  • 5+ years of Change Management experience with a solid understanding of change management processes and workflows.
  • 3+ years of experience with the ITIL framework; ITIL Foundation certification preferred
  • 3+ experience with release management tools and understanding of automated change management systems, processes, procedures, and documentation. Experience with Jira is a plus.
  • Familiarity with project management approaches, tools and phases of the project lifecycle.
  • Superior negotiating and consensus building skills. Excellent facilitation, listening, oral and written communication skills. Ability to present ideas in a concise organized way and clearly articulate messages to a variety of audiences.
  • High degree of initiative and personal responsibility.