- Coordinate with application support teams for downtime, pre and post implementation steps, approval groups, and steps for back-out plans if required.
- Coordinate with third party vendors for Field Engineer details to schedule firmware upgrades if applicable.
- Validate change requests for change restriction period conflicts and verify required fields as per clients change management policies.
- Create change requests based on server and schedule details on client site.
- Review server assets for dependencies, firmware and patch versions, application environment for clusters and recommend downtime.
- Provide communication plan for each change request including bridge, chat room, email notifications, etc.
- Coordinate with various teams to assign Patching Implementer, onsite field engineer, and application and database contacts for validation as applicable.
- Ensure change request steps are reviewed and approved by Patching Implementer.
- Ensure all stakeholders approve the change request prior to schedule.
- Review change request schedules with impacts to shift workloads.
- Manipulate and manage shifts to accommodate requested changes.
- Coordinate, track and ensure completion of change requests (including closing of the change request post patch implementation).
- Escalate to Kyndryl for any coordination issues or non-responses (after Supplier has exhausted all other means of escalation) for change scheduling and patching downtime. Specific escalation procedures and time frames will be documented in the PPM.
- Produce monthly/weekly reports successful and non-successful change requests.
Reschedule non-successful change requests in coordination with application support teams and change management guidelines