Administrator (Support & Operations)
India
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Job Description
Administrator (Support & Operations)
Noida, Uttar Pradesh

Job Summary

The Change Manager is accountable for governing, coordinating, and enabling IT changes across infrastructure, applications, and security to minimize risk and business disruption. The role ensures process compliance, CAB governance, accurate risk assessment, stakeholder communication, and continuous improvement of change performance (success rate, reduced incidents, fewer emergency changes).

Key Responsibilities

1) Change Governance & Control  Own and enforce the end‑to‑end Change Management process (Standard / Normal / Emergency). Ensure changes follow defined controls such as:  Doer–Checker (peer review) approvals, implementation plans, test plans, backout plans, and validation steps   Validate change categorization, priority, and risk rating are correct. Ensure proper segregation of duties and audit readiness.  2) CAB (Change Advisory Board) Management  Plan, facilitate, and document CAB meetings (daily/weekly or as required). Present risk and impact summaries; ensure the right approvers are present. Drive decision outcomes:  approve / reject / defer / request rework   Track CAB actions and follow-ups to closure.  3) Risk Assessment & Impact Analysis  Ensure all changes include:  business impact analysis service/CI mapping impact (apps, dependent systems, network, security) customer communication requirements rollback and validation approach   Identify conflict changes and manage change collisions and blackout periods.  4) Change Scheduling & Release Coordination  Maintain and govern the Forward Schedule of Change (FSC). Coordinate with:  Release Management Incident/Problem Management Infrastructure/App owners Vendors/OEMs   Ensure change windows align with maintenance windows and business constraints.  5) Quality Control (Change Ticket Hygiene)  Ensure change records are complete and accurate in ITSM (e.g., ServiceNow):  Description, scope, CI impacted, risk, test evidence, MOP, backout, comms plan   Drive improvement in documentation quality and reduce rework.  6) Post Implementation Review (PIR) & Metrics  Conduct and govern PIRs, especially for failed, backed‑out, or high‑risk changes. Track and publish key metrics:  change success rate failure/backout rate emergency change volume incidents caused by change approval SLA adherence   Drive corrective/preventive actions (CAPA) and process improvements.  7) Audit & Compliance  Ensure evidence collection and compliance with internal controls and audit standards:  approvals captured peer review evidence (Doer–Checker) implementation/validation artifacts   Support audits with change sampling and evidence packs.  8) Stakeholder Communication  Provide proactive communication on:  major/high‑risk changes business/customer impact outage notifications CAB decisions and change calendar updates   Act as the central coordination point for change-related escalations.

Skill Requirements

Skills & Competencies Process & Governance  Strong ITIL knowledge (Change Enablement/Management, Incident, Problem, CMDB basics). Experience with risk control, audit evidence, segregation of duties, governance.  Technical Understanding (Must Have)  Strong conceptual understanding of:  infrastructure (Windows/Linux/VMware/network/storage/backup) applications dependencies and service impact   Ability to challenge incomplete change plans and identify risks.  Tools  ITSM tools (ServiceNow / Remedy / Jira Service Management) Change calendar / collaboration tools (Outlook, Teams, SharePoint) Reporting (Excel/Power BI preferred)  Behavioral Skills  Strong stakeholder management and conflict resolution Excellent written communication (CAB notes, approvals, PIRs) Structured, detail‑oriented, and able to drive process discipline

Other Requirements

Qualifications & Experience  Typical experience: 5–10 years in IT operations / service management Prior roles helpful: Incident Manager, Service Delivery, Release Coordinator, Ops Lead Certifications (preferred):  ITIL Foundation / ITIL Managing Professional COBIT (optional), ISO 20000 awareness (optional)     KPIs / Performance Measures  Change success rate (% successful without incident/backout) Change failure rate / backout rate % emergency changes and reduction trend Incidents caused by changes Approval SLA adherence Audit compliance rate (ticket completeness, evidence coverage) CAB effectiveness (on-time CAB, action closure)
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.