Role: IT Operation Change Manager
Location: Hyderabad
Experience: 8 to 12 years

Change Management Accountability:

• The Change Manager will be responsible for managing change tickets and tasks, ensuring that each ticket meets the quality and process requirements before being reviewed by the Change Advisory Board (CAB).

Process and Policy Adherence:

• The candidate will work closely with Infrastructure Managers across North America and EMEA to ensure adherence to change management policies and procedures.

Operational Oversight:

• Lead the weekly CAB Change Meeting.
• Produce daily reports for outstanding change tickets, weekly reports for upcoming changes, and monthly reports on SLAs and performance.
• Provide expertise in technology support and analysis regarding day-to-day business functions, project coordination for infrastructure deployments, and vendor partner activities.

Collaboration with Subject Matter Experts (SMEs):

• The Change Manager will engage with SMEs to resolve conflicts related to changes and ensure timely delivery of infrastructure support.

Service Now Expertise:

• The Change Manager must be proficient with the ServiceNow ITSM tool and should be well-versed in using it to manage incidents, problems, and changes effectively.

Technology Support:

• Work as part of the Incident, Problem, and Change (IPC) Management Team within the Technology Operating Center.
• Familiar with various technology platforms, including Mainframe, Open Systems, Storage, Windows, Linux, On-Prem and Cloud Infrastructure.
• Help coordinate cross-functional teams to identify and eliminate systemic problems.

Compliance:

• Ensure all IT operations comply with audit and compliance requirements.

Service Excellence:

• Ensure IT service delivery restoration in a timely manner and evaluate service reports to proactively pursue corrective actions.