Change and Release Management Lead

Operations Hollywood, California


Description

Position at j2 Cloud Services

The Change and Release Manager  will schedule and manage associated meetings such as Change Management Meetings, Release Management Meetings and Process Design Meetings.  The manager will lead the meetings, assign tasks and record commitments. The manager will ensure that commitments are met and escalate when necessary.  The manager will track assignments to completion and will lead communication relating to these processes.

The Change and Release Manager will oversee several ITIL-related processes within j2 Cloud Services.  These include but may not be limited to the following:

  • Change Management
  • Release Management
  • Problem Management
  • Service Request Management
  • Incident Management
  • IT Event Correlation
  • DevOps Deployments

Key responsibilities include but are not limited to:

 

  • Ensure the integrity of j2 Cloud Services’ Production environments worldwide by managing the Change Management and Release Management processes.  
  • Oversee the use of supporting tools (currently jira by Atlassian) and conduct required meetings (Change Management Meetings, Release Management meetings, etc.).
  • Develop, optimize and publish supporting processes, operational and instructional documentation. Revise and update process to reflect migration to a DevOps approach.  
  • Ensure that processes support cloud, data center or colo deployments.  
  • Design and automate processes and develop metrics for monthly production of SLA reports.
  • Analyze current DevOps processes and devise methods to improve the quality and reliability of metrics.  Secure buy-in and approval from stakeholders and sponsors across the company
  • Monitor compliance to existing Change Management process; ensure correct approval process is followed for all Standard, Scheduled and Urgent changes. Follow up non-compliant changes and rectify through process improvement or education.
  • Guarantee all Audit compliance policies are known, followed, and documented ensuring internal and external compliance tests pass. 
  • Using the Jira 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 Board Review meetings; record decisions made during change review meetings. Resolve scheduling, resource and scope conflicts.
  • Analyze change records to determine any trends or apparent problems that occur and implement improvements minimizing production outages.  Connect repeated errors to the Problem Management Process.
  • Create, document and administer change process procedures; recommend adjustments to the change system over time, as appropriate.
  • Evaluate, recommend and configure required tools.  Continually assess performance and make recommendations for continuous process improvement.
  • Maintain and manage release and maintenance calendars.
  • Define and measure success metrics and publish results to stakeholders. 
  • Develop and publish reports for process within purview.  
  • Groom subject matter experts within the j2 NOC to assist with enforcement of the Change/Release Management Processes.

Job Requirements and Experience:

  • 7+ years of Change and Release management experience with at least 2 years in a DevOps environment with a focus on cloud deployments.
  • 5+ years of experience with Atlassian Jira Service Desk application. 3+ years of experience creating and configuring projects, and automated workflows in jira.   
  • Solid understanding of incident management, problem management, service request management, change management and release management processes and workflows using the ITIL framework; ITIL Foundation certification required.
  • 3+ years of experience with ITIL Process tools such as Jira, ServiceNow or Remedy
  • Familiarity with project management approaches, tools and phases of the project life-cycle.
  • Superior communication skills are required.  Candidate must be able to communicate to a variety of audiences both in writing and using the spoken word. Candidate must be able to facilitate and moderate meetings and must possess excellent listening and negotiation skills.   
  • Candidate must be self-directed with a high degree of initiative and personal responsibility.
  • Candidate must have the ability to work independently with minimal supervision.
  • Candidate must be able to work in both MS-Office and Google Docs environments.
  • Candidate must have excellent time management skills and possess the ability to manage a number of tasks simultaneously.
  • Bachelor's Degree in Computer Science or equivalent is required.  

Candidate must be flexible and adaptable; Some evening and weekend hours will be required.

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