Change and Incident Manager

Tata Consultancy Services; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Tata Consultancy Services APAC in Singapore is seeking a Change and Incident Manager to lead RFC reviews, CAB coordination, approval management, and end-to-end incident handling.

The role requires 5-8 years of experience in Change and Incident Management, ITIL expertise, and the ability to drive process improvements, audits, and KPI monitoring for rapid resolution and compliant operations.

Qualifications

• 5-8 years of experience in Change and Incident Management.
• Experience in RFC reviews and CAB processes.
• Ability to chair CAB meetings and manage approvals.
• On-call support and Post Change Review responsibilities.
• Drive process improvements and ensure policy compliance.
• Familiarity with ITIL standards and incident handling.

Responsibilities

• Review RFCs in Change Technical and Quality Review phases for completeness and accuracy.
• Chair Change Advisory Board (CAB) meetings and drive decisions on changes.
• Review approvals from CAB and approvers and move RFCs to implementation with compliance checks.
• Perform Post Change Reviews for failed or problematic changes and document root causes.
• Identify opportunities to improve the Change Management process and drive approved improvements to implementation.
• Ensure adherence to Change Management policies, standards and processes.
• Maintain awareness of SLAs and KPIs related to Change Management and take corrective action as needed.
• Support audits by providing evidence of process adherence.
• Lead and manage major incidents end to end, with rapid resolution and timely updates to leadership.
• Drive Post-Incident Reviews (PIR) and implement preventive measures.
• Ensure ITIL alignment in incident handling across the organization.

Skills

Change management

Incident management

CAB coordination

RFC review

Post-change reviews

Tools

ITIL

Job description

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today

Change and Incident Manager

Years of Experiences: 5 - 8 Years

Location: Singapore

Job De ion:

• RFC Review: Review all Requests for Change (RFCs) in the Change Technical and Quality Review phases to ensure completeness, accuracy, and adherence to process standards.
• CAB Coordination and Chairing: Organize and actively participate in chairing Change Advisory Board (CAB) meetings, facilitating effective decision-making on changes.
• Approval Management: Review approval responses from CAB and designated approvers and advance RFCs to the implementation phase following compliance checks.
• On call support and Post Change Review (PCR): Perform Post Change Reviews for all failed or problematic changes, documenting root causes and executing corrective follow-up actions to reduce recurrence.
• Process Improvement: Identify and recommend opportunities for improving the Change Management process. Where approved, drive these improvements through to implementation.
• Process Compliance: Ensure strict adherence to Change Management policies, standards, and processes across the organization.
• SLA and KPI Awareness: Maintain a clear understanding of SLAs and KPIs related to Change Management, monitoring performance and taking corrective action if needed.
• Audit Preparation: Support internal and external audits related to Change Management by providing evidence and demonstrating process adherence .Lead and manage major incidents end to end, ensuring rapid resolution or workaround. Provide timely, accurate updates to leadership and impacted teams.
• Lead and manage major incidents end to end, ensuring rapid resolution or workaround. Provide timely, accurate updates to leadership and impacted teams.
• Drive Post-Incident Reviews (PIR) and implement preventive measures.
• Ensure adherence to ITIL and organizational standards for incident handling.