ITSM Change & Problem Management Specialist

Infosys; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Infosys in Bengaluru seeks an experienced Change Manager to govern end-to-end change processes aligned with ITIL. You will review, coordinate, and govern normal, standard, and emergency changes to minimize business impact, and lead CAB meetings with stakeholders across IT and business teams.

You will also drive problem management activities, perform RCA, trend analysis, and implement permanent resolutions, while monitoring SLAs and reporting on governance metrics to enable continual service

Qualifications

• Strong knowledge of ITIL framework and ITSM processes.
• Hands-on experience in change management and problem management operations.
• Experience in RCA, impact analysis, risk assessment, and mitigation planning.

Responsibilities

• Manage end-to-end change management process aligned with ITIL best practices.
• Review and coordinate Normal, Standard, and Emergency Changes to minimize business impact.
• Facilitate Change Advisory Board (CAB) meetings and stakeholder engagement.
• Lead problem management activities including RCA and trend analysis.
• Track recurring incidents and drive permanent resolution.
• Monitor compliance with change and problem management processes and SLAs.
• Prepare governance reports, dashboards, and reviews on change and problem activities.
• Collaborate with application, infrastructure, service delivery, and business teams.
• Drive continual service improvement initiatives and process optimization.

Skills

ITIL

ITSM processes

Change management

Problem management

Root cause analysis

Impact analysis

Risk assessment

Mitigation planning

Stakeholder management

Communication skills

Analytical skills

SLA monitoring

KPI reporting

Governance

Education

ITIL Foundation

ITIL Intermediate Certification

Tools

ServiceNow

Remedy

BMC Helix

ITSM tools

Job description

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.