Key Responsibilities:

Change Management Responsibilities

Establish and enforce Change Management policies and frameworks in alignment with ITIL best practices
Assess risk, impact, and feasibility of proposed changes, ensuring minimal disruption to business operations
Onboard Development teams to Change Management tools and create workflow for them
Ensure proper testing, validation, and rollback strategies are documented for the change
Track and report on Change Success Rates, Failed Changes, and Change-related Incidents
Work with cross-functional teams to align changes with business priorities and IT governance policies
Provide training and awareness on Change Management best practices
Maintain Change Management documentation/proof for compliance for various products

Incident Management Responsibilities

Lead the Incident Management process, ensuring swift response to major incidents and minimizing business impact
Act as the primary escalation point during critical incidents, coordinating response teams and stakeholders
Ensure real-time incident tracking, logging, and categorization using ITSM tools (ServiceNow, BMC Remedy, Jira)
Conduct Root Cause Analysis (RCA) and Post-Incident Reviews, identifying areas for improvement
Implement incident response automation and continuous improvement strategies to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
Develop incident dashboards, reports, and KPIs to track and optimize performance
Collaborate with Problem Management teams to identify and resolve recurring issues
Ensure compliance with IT security, regulatory, and audit requirements related to incident handling

Required Skill Set

5+ years of experience in Change Management, Incident Management, or IT Service Management (ITSM)
Strong understanding of ITIL Change & Incident Management processes
Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, Splunk, PagerDuty
Ability to perform risk assessment and impact analysis for IT changes and incidents
Crisis management and decision-making skills in high-pressure situations
Strong stakeholder communication and coordination abilities across technical and business teams
Hands-on experience in cloud-based, DevOps, and Agile environments
Knowledge of cybersecurity incident handling and risk management

Desired Skill Set (Preferred, But Not Mandatory)

ITIL v4 Certification (preferably in Change or Incident Management)
PMP, Prosci, or COBIT certification for process governance
Experience working in regulated industries (Finance, Healthcare, Telecom, etc.)
Knowledge of AI/ML-based incident detection and automation
Familiarity with SRE (Site Reliability Engineering) practices to enhance operational stability

Systems Engineer