Job Description

• Own and manage the end-to-end Change Management process in alignment with ITIL best practices.
• Review, assess, and approve all changes (Standard, Normal, Emergency) to ensure minimal business impact.
• Facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings.
• Ensure all changes contain accurate documentation, risk assessments, impacts, and back-out plans.
• Monitor and report on change success rate, failed changes, and improvement opportunities.
• Work closely with technical teams to ensure changes are planned, tested, and implemented effectively.
• Maintain the Change Calendar and proactively identify conflicts or dependencies.

• Act as the primary coordinator and point of contact for all Major and High-Severity incidents .
• Lead major incident bridges, ensuring timely escalation, communication, and resource engagement.
• Drive rapid incident resolution by coordinating across cross-functional technical teams.
• Provide timely and accurate updates to senior leadership, stakeholders, and impacted customers.
• Ensure incident timelines, actions, and root causes are thoroughly documented.
• Manage communication channels including email updates, dashboards, and incident summaries.
• Conduct Post-Incident Reviews (PIR) and ensure action items are tracked to closure.
• Identify recurring issues and partner with Problem Management for long-term remediation.

• Prepare weekly, monthly, and quarterly reports for Change & Major Incident metrics.
• Track KPIs such as Change Success Rate, Major Incident MTTR, Incident Frequency, etc.
• Identify process gaps, inefficiencies, and areas of improvement to strengthen ITSM processes.
• Support the and process enhancements to prevent incidents.
• Ensure compliance with internal governance policies and audit requirements.

• Experience in MSO
• 5-8 years of experience in IT Service Management, Operations, or similar roles.
• Strong knowledge of ITIL framework
• Proven experience managing change processes and major incident handling .
• Excellent communication, facilitation, and stakeholder-management skills.
• Ability to lead cross-functional teams during high-pressure situations.
• Strong analytical and problem-solving capabilities.
• Experience with platforms such as ServiceNow

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