Ajay Kona

Managed end-to-end release readiness activities, ensuring compliance with release governance and deployment standards. Coordinated QA sign-offs, approvals, and production readiness validations, and facilitated production deployment and post-deployment activities.

Managed day-to-day operational workflows for equipment and services, including logistics, inventory, and process improvements. Led software and hardware asset management activities, ensuring license compliance, lifecycle management, and cost optimization.

Led enterprise Change Management in ServiceNow ITSM, governing standard, normal, and emergency changes per ITIL v4. Built and enforced change governance, managed the change lifecycle, and tracked KPIs to drive continuous improvement.

Led end-to-end ServiceNow implementation and optimization, executing phased rollouts of ITSM modules. Mapped current and future state processes, established governance frameworks, and managed KPIs, SLAs, and performance metrics.

Supported internal and external teams with ServiceNow Expedite and Emergency change requests, ensuring timely resolution and adherence to protocols. Hosted and chaired CAB meetings, delivered technical change impact assessments, and produced management reports.

Primary point of contact for software related requests through the service desk workflow (ServiceNow). Enforced SAM policies, analyzed costs, and managed software requests, including procurement and license optimization.

Applied a continuous improvement approach to technology spending and tracked company ServiceNow assets within the CMDB throughout their lifecycle. Managed hardware and software assets, ensuring compliance with vendor contracts.

Developed and implemented a strategic roadmap for Configuration Management and CSDM aligned to stakeholder goals. Led the quarterly CMDB Council, directed data quality, and configured the CMDB to accurately represent configuration items.

Oversaw development of an infrastructure release process and maintained the IT Release Calendar. Coordinated with IT development teams, scheduled releases, and ensured adherence to change management processes.

Planned, reviewed, and facilitated production and non-production maintenance window activities. Hosted PCCB and ePCCB calls, executed production windows, and managed trouble tickets including RCA and CAPs.

Managed changes ensuring adherence to ITIL and change policies, including maintaining process documents. Quality checked change requests, reviewed supporting documentation, and hosted CAB/E-CAB meetings.

Updated CI information on ServiceNow and managed data governance processes for CSDM and CMDB data. Worked on PQRs in BMC Remedy, facilitated configuration management audits, and collaborated with stakeholders.

Accepted, prioritized, and categorized Change Requests, and chaired CAB and ECAB meetings. Ensured preparations for CAB meetings, obtained authorizations, and managed the change schedule and reporting.

B. Tech Graduate in Electronics & Communications Engineering from RMCE College, J.N.T University, Hyderabad.