Incident And Change Manager

Job description

**Designation: Incident and change manager** **Job Description:** **Change Governance & Control:** - Manage the endtoend Change Management lifecycle in line with ITIL / organizational standards - Ensure all changes are properly logged, assessed, approved, implemented, and reviewed - Enforce adherence to change policies, procedures, and controls **Risk & Impact Management:** - Evaluate risk, impact, and dependency for all proposed changes - Ensure appropriate rollback/backout plans are defined and tested - Minimize service disruption by coordinating change windows and blackout periods **Stakeholder & CAB Management:** - Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings - Coordinate with IT operations, application teams, business stakeholders, vendors, and support teams - Provide clear communication on change schedules, impacts, and outcomes **Documentation & Artefacts:** - Ensure availability and completeness of required change artefacts (RFCs, approvals, test results, implementation plans, PIRs) - Support audits, compliance reviews, and recertification activities - Maintain change records and evidence as per checklist and governance requirements **Monitoring & Reporting:** - Track and report change KPIs (success rate, failed changes, emergency changes, SLA compliance) - Conduct PostImplementation Reviews (PIRs) and drive corrective actions - Identify trends and improvement opportunities in the change process **Process Improvement:** - Continuously improve the Change Management process for efficiency, clarity, and simplification - Reduce unnecessary approvals and handoffs while maintaining control - Drive awareness and adoption of change best practices across teams **Required Skills & Competencies:** Technical & Process Skills - Strong understanding of ITIL Change Management - Experience with ITSM tools (e.g., ServiceNow, Remedy, BMC, Jira Service Management) - Knowledge of incident, problem, and release management interdependencies **Qualifications & Experience:** - Bachelors degree in IT, Engineering, or related field (preferred) - ITIL Foundation or higher certification (mandatory / preferred) - 5+ years of experience in IT Change Management, or Service Management - Hands on experience as Change manager for minimum 4+ years. - Experience working in regulated or auditdriven environments is a strong advantage