Change Manager

5 - 7 Years

1 Opening

Trivandrum

1. Role Purpose

The Change Manager is responsible for ensuring that all IT changes across Aptia's technology landscape are implemented in a controlled, secure, and compliant manner, minimizing risk and disruption to business operations.

This role governs the end-to-end lifecycle of change management, ensuring all changes are properly assessed, approved, implemented, and reviewed.

The Change Manager collaborates closely with Release, Problem, and Incident Management functions to uphold service stability and operational excellence.

2. Key Responsibilities

Change Management Governance

• Own and manage the Change Management lifecycle (Standard, Normal, and Emergency changes).
• Review, assess, and authorize change requests for risk, impact, readiness, and compliance prior to implementation.
• Chair Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring timely and informed decision-making.
• Maintain and publish the Forward Schedule of Change (FSC) to prevent conflicts and minimize downtime.
• Ensure adherence to defined policies, workflows, and documentation standards within the ITSM platform.
• Monitor and track unauthorized, failed, and successful changes, driving corrective actions as needed.
• Ensure Post Implementation Reviews (PIRs) are conducted for high-risk or failed changes, capturing lessons learned.
• Collaborate with Release, Problem, and Availability Management teams to maintain operational stability and service continuity.

Process Governance & Continuous Improvement

• Define, refine, and enforce Change Management policies, procedures, templates, and KPIs.
• Conduct periodic audits to ensure process compliance and control effectiveness.
• Drive process automation and reporting enhancements within the ITSM platform.
• Provide regular dashboards, metrics, and performance reports to leadership and service owners.
• Support internal and external audits (ISO 20000, SOX, ITGC) with necessary process evidence and documentation.

Stakeholder Management

• Act as a single point of contact for all change-related escalations and communications.
• Engage with technical teams, project managers, and business stakeholders to ensure proper coordination and communication.
• Conduct awareness sessions and training on change management best practices for delivery teams.

3. Required Skills & Experience

Technical & Process Skills

• Strong understanding of ITIL v4 Change Management principles and practices.
• Hands-on experience with ITSM tools such as ManageEngine, ServiceNow, or BMC Remedy.
• Working knowledge of Incident, Problem, Release, and Configuration Management integration.
• Proven ability to assess change risk and impact across infrastructure, cloud, and application domains.
• Experience facilitating CAB/eCAB meetings and ensuring timely change execution.
• Proficiency in reporting and analytics (Power BI, Excel, or similar tools).
• Familiarity with compliance frameworks such as SOX, ISO 27001, and ITGC.

Soft Skills

• Strong communication and facilitation skills for engaging with diverse technical and business teams.
• Excellent organizational and stakeholder management abilities.
• Analytical and detail-oriented approach with focus on process discipline.
• Ability to stay calm under pressure and manage competing priorities.
• Proactive mindset with a focus on continuous improvement.

4. Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 7–10 years of IT experience with at least 5+ years in Change Management.

• Certifications:

• ITIL v4 Intermediate or Managing Professional (mandatory)

• COBIT, ISO 20000 Lead Implementer, or equivalent (preferred)
• Six Sigma Yellow/Green Belt (desirable)

5. Tools & Platforms

Category

Tools / Platforms

ITSM

ManageEngine, ServiceNow, BMC Remedy

Reporting & Analytics

Power BI, Excel Analytics, Tableau

Collaboration

Microsoft Teams, SharePoint, Confluence

Monitoring / CMDB

SolarWinds, Dynatrace, CMDB modules

Documentation

CAB Minutes, FSC Trackers, PIR Templates

Manage Engine,Servicenow,Bmc Remedy

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.