Change & Incident Management - Service Desk L2

A. Change Management

• Receive, review, prioritize, and assess all RFCs for impact, urgency, and feasibility before approval or rejection.
• Develop and implement structured change management plans for system updates, process modifications, and infrastructure changes.
• Identify and document risks for all proposed changes with defined rollback and mitigation strategies.
• Conduct Post-Implementation Reviews (PIR) to evaluate outcomes and feed learnings into future change cycles.

B. Incident Management

• Ensure all incidents are promptly logged, categorized, and tracked within ManageEngine ServiceDesk Plus.
• Investigate and resolve complex L2 incidents within defined SLA timelines, escalating to L3 when required.
• Keep stakeholders informed on incident status, impact, and resolution progress throughout the lifecycle.

C. Workflow Management

• Design, configure, and maintain standardized workflows for change and incident
• Automate repetitive workflow steps such as auto-assignment, SLA escalations, and approval notifications to improve efficiency.
• Monitor active workflows for bottlenecks and periodically review them for alignment with ITIL best practices.

D. Documentation & Compliance

• Maintain accurate records of all RFCs, approvals, SOPs, and incident logs ensuring full audit readiness.
• Manage the complete RFC lifecycle from submission through approval, implementation, and closure.

E. Collaboration & Stakeholder Management

• Guide and mentor L1, coordinate with L3 for escalations, and liaise with vendors, application owners, and infrastructure teams for seamless execution.
• Communicate change plans, schedules, and outcomes transparently across all relevant departments and business units.

F. Continuous Improvement

• Analyse change and incident trends to recommend process improvements and optimize ITSM workflows.
• Leverage ManageEngine ServiceDesk Plus for tracking, reporting, and MIS generation.
• Build and maintain a knowledge base to reduce repeat incidents and accelerate future resolutions.