Norbert Bodolai

Experience

• 

  Merlin Information Systems Limited

  Jun 2011 - Mar 2013

  Customer Service Agent

  Supporting and helping customers, stress handling, solving complex issues in a relative short period of time in a multinational environment, multitasking.

• 

  IT Services Hungary Kft.

  Mar 2013 - Sept 2016

  As the Change and Release Manager I responsible for ensuring the adoption of a complete release and change management process in an dynamic fast paced environment. Responsibilities will include managing all aspects of the release process; coordinating with teams across geographies, chairing the CAB, ensuring changes are carried within policy and the internal teams are educated in correct change management procedures. • To deliver a robust Change Management instruction set that enforces policy and provides the necessary tools for continuous improvement • To take responsibility for the development of the change programmes ensuring best fit for the organisation. • To develop, document and publish Change and Release Management standards, Change and Release Management plans and procedures, ensuring that these documents are updated as and when appropriate. • Responsible for the creation and publishing Internal as well as customer facing release notes • Forward Plan the release windows and cycles across a portfolio • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews • Monitor and document the analysis, implementation, review and testing of proposed changes to all CI and structures, linking them to defects/problems reported where applicable.• Maintain a document reference library, ensuring that current and archived versions of document CI are available for reference by all authorised personnel. • Ensure that other stakeholders, such as Customer & SDM are kept updated with relevant information on customer impacting changes. • Produce schedules of requests for change (RFCs) for managing changes to the live infrastructure including coordinating customer notifications. • To continuously evaluate the existing processes and procedures to ensure that Change and Configuration Management is being carried out in the most efficient and effective manner. Show less -Receives change requests and orders from the client; creates/opens tickets and dispatches them to the place of fulfillment; ensures proper implementation of the requests/orders. -Validation of the change requests.-Ensures the implementation of contractual services; and makes sure that monitors if the respective deadlines are met.-Informs the client about client-specific incidents and network outages.-Prepares standard reports for the company management and the clients.-Informs the clients about planned maintenance works.-Enters data related to orders into the systems.-Records data describing client requests that would involve the procurement of new assets. -Knowledge sharing with colleagues -Participation in weekly CAB’s (Change Advisory Board), change presentation. -Knowledge of BMC Remedy tool. -Handling the Firewall Asset list which is essential for billing and proper change implementation. -Coordinating Daily Meetings to improve the processes. Show less

  • Release Manager

    Aug 2015 - Sept 2016

  • Change Coordinator (Security Change Management)

    Mar 2013 - Aug 2015
• 

  BT

  Sept 2016 - now

  Change Manager