[Hiring] Change Manager @Inficare Technologies

Role Description

Change Manager (Remote role)

• Change Management
  • 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.
• Major Incident Management
  • 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.
• Reporting & Continuous Improvement
  • 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 process enhancements to prevent incidents.
  • Ensure compliance with internal governance policies and audit requirements.

Qualifications

• 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.