Eric Austin M. Email and Phone Number

The Release Management/Change Control Associate plays a pivotal role in driving effective change management practices within the Project Management Office. Essential functions include: • Work closely with IT leaders to integrate change management into project plans and ensure a proactive approach to upcoming changes.• Implement and manage release processes for code and other deployment artifacts through test and production environments.• Collaborate with cross-functional teams, project managers, and business leaders to assess the impact of changes and tailor communication plans accordingly.• Facilitate stakeholder engagement sessions to gather input, address concerns, and build support for change initiatives.• Collaborate with members of the team that have actioned thorough risk assessments for proposed changes, identifying potential challenges and developing mitigation strategies.• Work collaboratively to coordinate release activities and deliverables across cross-functional teams from non-production through production.• Identify, analyze, respond to, track, and manage incident and release related risks and issues to ensure uninterrupted customer service.• Collaborate in the continual design and implementation of release process improvement initiatives.• Collaborate with business contacts, such as OAR and investment teams to enable change freeze periods.• Maintain and adhere to ITIL v4 best practices.• Create and maintain release calendar.• Oversee the incident management process. This involves coordinating and directing all facets of incident response efforts.• Coordinate the response to reported service incidents promptly. Including identifying the cause of incidents and initiating the incident management process. Prioritization based on urgency and business impact is crucial.• Documents outlining incident protocols detailing how to handle various scenarios, such as cybersecurity threats or server failures.

The Information Services team supports all technology systems at UTIMCO and requires an individual with experience supporting Crestron Conference Rooms, Microsoft Teams, and mobile devices as well as other services. The ideal candidate must be curious and able to troubleshoot A/V issues with urgency. The troubleshooting may include external vendors such as Crestron and Microsoft as necessary. Once problems are identified, the ideal candidate will proactively approach known constraints and issues to ensure our customer is not affected. Candidate must be willing to participate in root cause analysis and propose long-term solutions for the benefit of the customer. Essential functions include: • Crestron and A/V Support and Troubleshooting.• Assist senior team members to develop best practices, polices and procedures governing how to troubleshoot IT issues.• Understand customer workflows resulting in documented instruction and how-to articles.• Provide stellar on-site assistance person to person and via phone and/or email for hardware, software, telephony, mobile, printing, installations and operating system issues (level 1 and level 2 support).• Track and manage issues within guidelines of service level agreements.• Analyze and report on systems performance.• Support a strategy of providing customer focused secure workspace solutions.• Build relationships across UTIMCO in order to foster an excellent culture on the Information Services team and across the organization.• Perform other related duties and projects as assigned.