Change & Incident Management - ServiceDesk L2

Hewlett Packard Enterprise; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Hewlett Packard Enterprise in India is seeking a Change & Incident Management L2 professional to join our onsite ServiceDesk team in Gurugram. You will standardize and enforce change processes, coordinate with stakeholders, and support incident resolution to maintain service continuity.

With at least 3 years in IT implementation or support and a BE/B.Tech/MCA with CCMP certification, you will document and audit changes, collaborate across L1/L3 and vendors, and drive continuous improvement while

Qualifications

• Minimum 3 years of relevant experience and minimum 5 years total experience in the IT implementation/support field.
• Science Graduate (IT/Computer), preferably, BE/B.Tech/MCA CCMP (Certified Change Management Professional).

Responsibilities

• Develops, implements, and enforces change management plans and processes across the organization for all system updates, infrastructure changes, and new process rollouts.
• Acts as the bridge between technical teams, business units, and stakeholders to evaluate, approve, schedule, and communicate changes transparently throughout the change lifecycle.
• Proactively identifies and assesses risks associated with proposed changes and formulates mitigation strategies to protect service continuity.
• Maintains accurate and complete records of all change requests, approvals, and outcomes within ManageEngine ServiceDesk Plus, ensuring audit readiness.
• Evaluates the success of changes post-implementation, analyzes outcomes, and recommends process refinements to enhance efficiency.
• Works with L1/L3, application owners, infrastructure teams, and vendors to ensure seamless execution and resolution across all change and incident activities.
• Supports rapid identification, escalation, and resolution of IT incidents, ensuring service continuity in alignment with SLAs.

Education

BE/B.Tech/MCA CCMP (Certified Change Management Professional)

Job description

Change & Incident Management - ServiceDesk L2

This role has been designed as ‘Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you will do

• Standardization & Enforcement — Develops, implements, and enforces change management plans and processes consistently across the organization for all system updates, infrastructure changes, and new process rollouts.
• Stakeholder Coordination & Communication — Acts as the bridge between technical teams, business units, and stakeholders to evaluate, approve, schedule, and communicate changes transparently throughout the change lifecycle.
• Risk Assessment & Mitigation — Proactively identifies and assesses risks associated with proposed changes and formulates mitigation strategies to protect service continuity.
• Documentation, Tracking & Audit Readiness — Maintains accurate and complete records of all change requests, approvals, and outcomes within ManageEngine ServiceDesk Plus, ensuring the organization remains audit-ready at all times.
• Post-Change Review & Continuous Improvement — Evaluates the success of changes post-implementation, analyzes outcomes, and recommends process refinements to enhance efficiency and minimize future disruptions.
• Cross-Functional Collaboration — Collaboration is a core component of this role. The Change Manager (L2) works closely with L1 (providing guidance and oversight), L3 (for escalation of complex changes and incidents), application owners, infrastructure teams, and vendors to ensure seamless execution, coordination, and resolution across all change and incident activities.
• Incident Management Support — In the incident management capacity, the role additionally supports rapid identification, escalation, and resolution of IT incidents, ensuring service continuity in alignment with defined SLAs.

The Change Manager (L2) ultimately ensures that every IT change delivers measurable business value while maintaining system stability, operational efficiency, and regulatory compliance — making it a critical governance and service delivery function within the IT infrastructure organization.

What you need to bring

Minimum 3 years of relevant experience and minimum 5 years total experience in the field of IT implementation / support of related solutions. Science Graduate (IT/ Computer), preferably, BE/B. Tech/MCA CCMP (Certified Change Management Professional).

Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

What We Can Offer You

• Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job: Services Job Level: Specialist

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Equal Employment Opportunity is the Law. Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only). HPE is an E-Verify employer.

Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Hewlett Packard Enterprise Technology innovation that fosters business transformation

We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

We Are In the Acceleration Business

We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

Standards of Business Conduct (SBC)

The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way.

Equal Opportunity Employer (EEO)

HPE provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law, please click here: Know Your Rights.

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