Job Summary

Change Manager

Chair Change Review Board, review all Medium and High priority changes with relevant stakeholders & publish the CAB Minutes

Chair E-CAB and responsible for obtaining authorization for all Emergency changes from customer

Maintain Standard Change tracker and conduct a periodical review

Maintain Failed Change tracker and ensure all lessons learned are captured and completed on time

Responsible for Change moratorium, Time Change communications

Identify process gaps and implement process improvements

Should possess good verbal and written skills

1. Emphasizing on the importance of strong Knowledge Base  amongst the Resolver Group community
2. Creation of Knowledge Articles as and when need arises
3. Providing training to other Resolver Group on KM process and Article creation
4. Synching up with Stakeholders from Client side on weekly/monthly basis
5. Identify the gaps and the areas that can be improved to provide more stability to KM process
6. Managing the lifecycle of the articles and ensuring that the information in Knowledge Management Data base is upto date
7. Working on weekly & monthly, internal and external D&Os.

Requirement\Certifications

• ITIL Foundation is a must, ITIL Intermediate is preferred
• Exceptional Customer service skills and client focus
• Coordination, negotiation, and persuasion skills
• Ability to work with all levels of client and internal resources

• Strong oral and written communication skills with the ability to communicate technical information in non-technical language

Experience: 7+ years.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Effective Change Management Processes, Adhering To Slas And Itil Best Practices.
2. Mentor And Guide Team Members By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Actively Participating In Knowledge-Sharing Initiatives.
3. Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Contributing To Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Engaging In Customer Meetings To Gather Feedback, Understand Challenges, And Ensure Effective Communication Of Solutions.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Prepare Detailed Performance Reports For Presentation To Key Business Stakeholders, Facilitating Informed Decision-Making.

Skill Requirements

1. Strong Understanding Of Change Management And Itil Frameworks.
2. Proficient In Servicenow (Snow), Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
4. Strong Communication And Presentation Skills For Stakeholder Engagement.
5. Ability To Develop And Maintain Comprehensive Documentation And Sops.

Other Requirements

1. Itil Foundation Certification (Recommended).
2. Change Management Certification (Optional But Valuable)