Systems Engineer

2 weeks ago

Chennai, Tamil Nadu, India Trimble Full time
Job Description

Key Responsibilities:

Change Management Responsibilities

- Establish and enforce Change Management policies and frameworks in alignment with ITIL best practices
- Assess risk, impact, and feasibility of proposed changes, ensuring minimal disruption to business operations
- Onboard Development teams to Change Management tools and create workflow for them
- Ensure proper testing, validation, and rollback strategies are documented for the change
- Track and report on Change Success Rates, Failed Changes, and Change-related Incidents
- Work with cross-functional teams to align changes with business priorities and IT governance policies
- Provide training and awareness on Change Management best practices
- Maintain Change Management documentation/proof for compliance for various products

Incident Management Responsibilities

- Lead the Incident Management process, ensuring swift response to major incidents and minimizing business impact
- Act as the primary escalation point during critical incidents, coordinating response teams and stakeholders
- Ensure real-time incident tracking, logging, and categorization using ITSM tools (ServiceNow, BMC Remedy, Jira)
- Conduct Root Cause Analysis (RCA) and Post-Incident Reviews, identifying areas for improvement
- Implement incident response automation and continuous improvement strategies to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
- Develop incident dashboards, reports, and KPIs to track and optimize performance
- Collaborate with Problem Management teams to identify and resolve recurring issues
- Ensure compliance with IT security, regulatory, and audit requirements related to incident handling

Required Skill Set

- 5+ years of experience in Change Management, Incident Management, or IT Service Management (ITSM)
- Strong understanding of ITIL Change & Incident Management processes
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, Splunk, PagerDuty
- Ability to perform risk assessment and impact analysis for IT changes and incidents
- Crisis management and decision-making skills in high-pressure situations
- Strong stakeholder communication and coordination abilities across technical and business teams
- Hands-on experience in cloud-based, DevOps, and Agile environments
- Knowledge of cybersecurity incident handling and risk management

Desired Skill Set (Preferred, But Not Mandatory)

- ITIL v4 Certification (preferably in Change or Incident Management)
- PMP, Prosci, or COBIT certification for process governance
- Experience working in regulated industries (Finance, Healthcare, Telecom, etc.)
- Knowledge of AI/ML-based incident detection and automation
- Familiarity with SRE (Site Reliability Engineering) practices to enhance operational stability

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