About the role
Responsibilities:
- Manage and govern the end-to-end change management process in alignment with ITIL best practices.
- Review, assess, and coordinate Normal, Standard, and Emergency Changes to minimize business impact.
- Facilitate Change Advisory Board (CAB) meetings and ensure appropriate stakeholder engagement.
- Lead problem management activities, including root cause analysis (RCA), trend analysis, and preventive action planning.
- Track recurring incidents, identify underlying issues, and drive permanent resolution.
- Monitor compliance with change and problem management processes, policies, and SLAs.
- Prepare governance reports, dashboards, and management reviews related to change and problem activities.
- Collaborate with application, infrastructure, service delivery, and business teams to ensure operational excellence.
- Drive continual service improvement initiatives and process optimization
Requirements:
- Strong knowledge of the ITIL framework and ITSM processes.
- Hands-on experience in change management and problem management operations.
- Experience in conducting RCA, impact analysis, risk assessment, and mitigation planning.
- Knowledge of ITSM tools such as ServiceNow, Remedy, BMC Helix, or equivalent.
- Strong stakeholder management and communication skills.
- Excellent analytical and problem-solving skills
- Experience in SLA/KPI monitoring, reporting, and governance.
Preferred Skills:
- ITIL Foundation / ITIL Intermediate Certification.
- Experience in Incident Management and Service Operations.
- Knowledge of Continual Service Improvement (CSI) practices.
- Exposure to banking, financial services, or enterprise IT environments.
- Experience in automation, reporting, and dashboard creation.