Sr. Analyst - Quality

Tech Mahindra; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tech Mahindra is seeking a proactive Change Manager to oversee the lifecycle of changes to IT systems and services, aligning with ITIL best practices. The role focuses on planning, assessment, approval, and implementation of changes with minimal business disruption.

Key duties include CAB coordination, enforcing standard changes, maintaining CMDB integrity, and driving SLA adherence across technical teams, with strong stakeholder communication and audit readiness.

Qualifications

• Bachelor’s degree or higher is the entry requirement for this role.
• Industry-standard ITIL certifications expected (foundation to expert).
• Experience in Change Management with ITSM tool experience is essential.

Responsibilities

• Manage and continually improve Change Management process performance.
• Validate incoming change requests for need, schedule, documentation and process adherence.
• Review and approve RFC on behalf of CAB or as a designated change authority.
• Maintain standard changes and enforce them so only approved changes are used.
• Ensure every change record has required information, documentation, and approvals.
• Communicate lead times and freeze periods; plan maintenance windows for CIs.

Skills

ITIL Foundation

ITIL Intermediate

ITIL Expert

Change Management

Education

Bachelor's degree or higher

Tools

ServiceNow

BMC Remedy

HPSM

Job description

A Bachelor’s or Higher Degree is the minimum entry required for the position

Change Manager

Experience

5 7 Years

Job Summary

We are seeking a skilled and proactive Change Manager responsible for controlling the lifecycle of all changes to IT systems and services. The goal is to enable beneficial changes with minimal disruption to business operations by ensuring proper planning, assessment, approval, and implementation in line with ITIL best practices

Key Responsibilities

• Manage and continually improve Change Management process performance
• Validate all the incoming change requests for need, schedule, documentation and process adherence
• Review and approve RFC on behalf of CAB or as a designated change authority
• Establish, maintain and publish the list of “standard changes”. Also, enforce it such that no other activity is passed off/ implemented as a standard change
• Ensure that every change record has all the required information including documentation and approvals
• Communicating and enforcing lead times and freeze periods
• Establish planned maintenance/ outage window for all CIs
• Ensure that every RFC is adequately assessed, reviewed and approved before implementation
• Identify and resolve change scheduling conflicts. Prioritize changes when needed
• Optimize usage of change window.
• Publish CAB agenda and CAB minutes
• Chair CAB, Emergency CAB, PIR and any other Change Management review meetings
• Ensure adequate communication of planned changes
• Ensure that CMDB is updated after every change implementation
• Ensure adequate process interfaces with other processes like Release, Configuration, etc.
• Ensure process awareness and adherence among all teams including lead time adherence
• Drive SLA adherence among all technical teams
• Measure and report process performance
• Review process performance with stakeholders and drive continual improvement
• Act as single point of contact for information on CM process
• Analyze and improve customer satisfaction levels with CM process
• Provide change samples/ data for internal/ external audits as requested

Required Skills

• At least One year experience as Technical Support Engineer in any of the technology/ domains like Server, Network, Database, Storage, Middleware, etc.
• ITIL Foundation / ITIL Intermediate / ITIL Expert
• Familiar with Change Management module of one or more ITSM tools like ServiceNow, BMC Remedy, HPSM, etc

Preferred Skills

• Fluent communication skills Verbal and Written
• Ability to maintain calm and lead/ direct teams during crises/ disaster like situations
• ITIL Intermediate certification SO or OSA preferred
• Ability to work with technical experts across varied technologies and promote teamwork
• Quick learner ability to gain basic IT environment/ functional knowledge and apply during major incidents
• Ability to drive SLA adherence among teams