(This role is open for an Indian national only)
Role Profile:
Change Request Management: Handle the technical details of change requests, ensuring all technical aspects are clearly understood, documented, and resourced.
CAB Preparation: Assist the Change Manager in preparing documentation and information required for Change Advisory Board (CAB) meetings.
Change Walkthroughs: Support the Change Manager during change walkthrough sessions, providing technical insights and answering technical questions from stakeholders.
Change Plan Development and Review: Collaborate with technical teams to build and review detailed technical implementation plans, including timelines, resource requirements, and rollback procedures.
Coordination with Technical Teams: Work closely with technical teams across Enterprise Solution, Release Management, and IT Operations to coordinate the fulfilment and implementation of technical tasks related to changes.
Risk and Impact Assessment: Perform technical risk and impact assessments for proposed changes (Emergency, Normal & Standard), identifying potential issues and developing mitigation tactics.
Issue Resolution and Escalation: Act as a point of escalation for technical issues encountered during the change process, working with relevant technical teams to ensure timely resolution.
Collaboration with Change Management Team: Work closely with the Change Manager and Technical stakeholder to ensure adherence to the overall Change Management process and policies.
Guidance and Best Practices: Share technical best practices and act as a specialist within respective projects to ensure changes are implemented effectively and efficiently.
Automation of Change Tasks: Identify and drive opportunities for automating technical tasks within the Change Management process using relevant tools.
Knowledge Management and Communication: Prepare technical documentation, training materials, and communicate technical aspects of changes to relevant stakeholders across different teams.
Post-Implementation Review: Contribute to Post-Implementation Reviews (PIRs) of changes, particularly those that failed or caused incidents, to identify root causes and lessons learned.
Compliance and Governance: Ensure that all technical aspects of changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner, 1 adhering to Change Management checklists
The below Key Performance Areas include but are not limited to:
• SME & Release Ownership
• Release Success & Stability
• Proactive Readiness
• Collaboration & Coordination
• Knowledge Sharing & Guidance
• Process Improvement & Efficiency
• Patch & Configuration (Releases)
• Best Practice Implementation
• SLA/OLA Contribution (Release)
• Automation & Efficiency
• Service Improvement (Releases)
• Stakeholder Communication
Skills:
Bachelor’s degree in computer science, Information Technology, or a related field.
Significant experience (6+ years) in Change Management for large organizations.
Strong technical background with 6+ years of experience supporting software development and IT infrastructure.
Excellent active listening, root cause identification, and interpersonal skills.
Good communicator with the ability to influence technical teams.
Proficient in flowcharting tools for process flows and spreadsheet tools for data analysis and reporting.
Strong knowledge of ITIL processes, particularly Change Management, Incident Management, and Problem Management.
Broad experience with IT infrastructure and applications, including cloud-based applications.
Experience working with Service Now or JIRA is an advantage.
Good exposure to Agile development methodologies (Scrum or Kanban).
