Change Specialist

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Growth opportunities

Training programs

People-first culture

Health coverage

Refer a friend rewards

Job summary

Tech Mahindra Philippines seeks a Change Control professional to manage IT change activities and CAB processes. You will assess urgency, coordinate with stakeholders, and ensure policy-aligned reviews, while handling incident management and service-wide communications.

The role involves audits, reporting, and collaboration with various teams to uphold ITIL-based change governance in a dynamic BPO environment.

Qualifications

• Experience managing change control processes; ITIL V4 knowledge or certification is a plus.
• Ability to assess urgency and prioritize changes based on business impact and schedules.
• Excellent verbal and written communication; strong stakeholder engagement and coordination.
• Familiarity with change-related risks, conflicts, and risk mitigation.
• Able to manage multiple admin tasks with attention to detail.
• Knowledge of different network devices and vendors; basic network troubleshooting via CLI.

Responsibilities

• Serve as focal point for communicating change control activities.
• Assess urgency of internal change requests and dependencies.
• Ensure tickets align with Change Management Policy during review and approval.
• Review, prioritize, and coordinate changes with CAB and stakeholders.
• Perform initial impact assessments for affected services and circuit IDs.
• Notify customers of planned outages in line with SLAs.
• Convene CAB meetings to authorize and schedule changes.
• Participate in PCR and post-change review meetings.
• Assist in audits of fixed change processes and policies.
• Handle mailbox management and customer inquiries, preparing reports.

Skills

Change control

ITIL v4

Stakeholder engagement

Network troubleshooting

CLI

NOC processes

Incident/SLA management

Tools

JIRA

BMC Helix

Confluence

AWS

Visio

SharePoint

OneNote

Job description

Work Where People Matter

• At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

• Serve as the focal point for communicating change control activities.

• Assess the urgency of internal change requests based on the proposed schedule, dependencies with other change requests, supporting documentation, and the impact of not implementing the change by the recommended date.

• Ensure all raised tickets are aligned with the Change Management Policy during review and prior to approval.

• Review, assess, and prioritize changes based on urgency and evaluate potential conflicts with scheduled or ongoing changes.

• Conduct initial impact assessments for affected services or Circuit IDs by gathering relevant information from appropriate databases.

• Notify customers of planned outages through email, broad service status updates, or both, in accordance with contracted SLAs.

• Convene Change Advisory Board (CAB) meetings with the required stakeholders to authorize and schedule changes.

• Initiate the PCR process and participate in post-change review meetings for failed changes managed and approved by the Planned Outages team.

• Participate in audits related to fixed change processes and associated policies.

• Perform administrative responsibilities, including mailbox management, responding to customer queries via phone and email, preparing reports, and completing other duties assigned by the Supervisor or Manager.

What We’re Looking For

• Experience managing change control processes; knowledge of or certification in ITIL V4 is an advantage.

• Strong ability to assess and prioritize changes based on business impact and scheduling requirements.

• Excellent verbal and written communication skills, with proven experience in stakeholder engagement and coordination, including interactions with third-party carriers.

• Skilled in identifying urgency, potential conflicts, and risks associated with change requests.

• Ability to efficiently manage multiple administrative tasks and responsibilities while maintaining strong attention to detail.

• Familiarity with different network devices and vendors, including Cisco, Huawei, Juniper, Ciena, and Alcatel-Lucent, with experience in network troubleshooting and investigation via CLI.

• Knowledge of NOC functions and processes based on ITIL frameworks.

• Understanding of ITIL principles, specifically Incident Management and SLA Management.

• Ticketing tools: JIRA and BMC Helix.

• Microsoft tools: Word, PowerPoint, Excel, Visio, Teams, SharePoint, and OneNote.

• Knowledge Base Management: Atlassian Confluence.

• Familiarity with the AWS ecosystem and services.

Work Setup

• Location: Philippines

• Shift: Shifting schedule, including weekends and holidays, with overtime as required

About Tech Mahindra Philippines

• We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

• If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you.