Incident And Change Manager

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