During the maintenance change request execution, the Maintenance Change Request Manager is responsible for managing the
escalations due to delay or error in the maintenance change request implementation. In case of an unsuccessful release, the
Maintenance Change Request Manager along with the Release Manager must investigate the issue and find out the actual reason
for the failure. Some of the failures in this case could be due to incorrect configuration items placed in the release
package, improper impact analysis, poor testing, inadequate documentation, wrong version of the source code taken for
making the changes, incorrect build implemented etc.
Maintenance Change Request Manager must coordinate with relevant parties for resolving these escalations and informs the
stakeholders on the progress of the same.
The Maintenance Change Request Manager should keep the Engagement Manager informed on the escalations and also plan for
actions to prevent recurrence of similar escalations in future. The Maintenance Change Request Manager must also
collaborate with the Enagagement Manager and work on complaints or feedback (if any) on Maintenance Change Request
Management.
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