Change Manager

Job Summary:

The Change Manager is responsible for overseeing the change management process within IT system maintenance and support, ensuring changes are implemented with minimal disruption and maximum efficiency. This role also includes on-call support responsibilities to provide oversight and coordination for critical changes and incident-related escalations outside of regular business hours.

Key Responsibilities:

Change Governance & Process Management
Manage and enforce the IT Change Management process in accordance with ITIL best practices.
Review and approve change requests, ensuring proper risk assessment, testing, and rollback planning.
Maintain the Change Calendar and coordinate with release and deployment teams.

Risk & Impact Assessment
Evaluate technical and business impacts of proposed changes.
Collaborate with support teams to ensure readiness and contingency planning.

Stakeholder Coordination
Facilitate Change Advisory Board (CAB) meetings and ensure timely communication with stakeholders.
Act as a liaison between technical teams and business units to ensure alignment and transparency.

Communication & Documentation
Communicate change schedules, impacts, and outcomes to relevant parties.
Ensure accurate and complete documentation of change records and post-implementation reviews.

On-Call Support
Provide on-call support for high-priority or emergency changes outside of business hours.
Act as the escalation point for change-related incidents during on-call periods.
Coordinate with operations and support teams to ensure timely resolution and communication.

Continuous Improvement
Monitor change performance metrics and identify opportunities for process improvement.
Lead post-change reviews and incorporate lessons learned into future planning.

Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or related field.
ITIL Foundation certification (Intermediate or Expert level preferred).
5+ years of experience in IT operations, service management, or change management.
Strong understanding of IT infrastructure, system support, and maintenance cycles.
Experience with change management tools from OpenText .

Preferred Skills:
Experience supporting enterprise systems and infrastructure in a 24/7 environment.
Familiarity with incident and problem management processes.
Strong communication and coordination skills, especially under pressure.
Ability to manage multiple priorities and work effectively in on-call scenarios.