Information Technology Service Management Manager

Hi All,

Looking for ITSM with Change Management Experience

Location - Chennai

Qualifications Required:

• 4+ years of experience in ITSM

• Strong knowledge of change management principles

• Experience with CI/CD platforms (e.g., Jenkins, Spinnaker, ArgoCD)

• Proficiency with monitoring and observability tools (e.g., Datadog, Splunk, Prometheus)

• Excellent stakeholder management and communication skills

Preferred:

• Background in high-availability or regulated industries (e.g., fintech)

• Experience with automated risk scoring, canary analysis, or feature flag systems

• SRE training is a plus

We are seeking ITSM manager to lead and evolve our change management strategy, ensuring software and infrastructure changes are delivered safely, reliably, and with minimal risk to business operations. You will collaborate with engineering, DevOps, SRE, security, and compliance teams to drive process maturity, automation, and cultural adoption of safe change practices.

Key Responsibilities

• Change Governance

o Own and continuously improve the change management framework across the organization.

o Lead or participate daily/weekly Change Review Board (CRB) meetings and ensure timely approvals.

• Risk & Reliability Oversight

o Assess the risk of planned changes and verify readiness of rollout, rollback, and validation plans.

o Track key reliability metrics such as change failure rate, MTTR, and deployment lead time.

• Incident Correlation & Analysis

o Investigate change-related incidents and contribute to post-incident reviews.

o Identify patterns and systemic issues in failed or high-risk changes.

• Automation & Tooling

o Partner with DevOps/SRE teams to integrate change validation, canary rollouts, and automated approvals into CI/CD pipelines.

o Champion use of observability tools to monitor live changes and detect anomalies early.

• Stakeholder Communication

o Provide clear and actionable reporting to leadership on change success, risk trends, and improvement areas.

o Coordinate with product, engineering, and operations teams for major releases or changes during high-risk periods.

• Compliance & Audit Support

o Ensure adherence to regulatory or internal audit requirements (e.g., SOX, ISO, PCI-DSS).

o Maintain documentation and audit trails for all changes.

• Review the day’s scheduled changes (deployments, infrastructure updates, config changes).

• Identify high-risk or customer-impacting changes.

• Coordinate with change owners and SRE/DevOps teams.

• Host or participate in a daily CRB meeting.

• Evaluate risk, rollback plans, testing coverage, and change windows.

• Approve or defer changes based on readiness and risk appetite.

• Analyze failed change incidents from the last 24–48 hours.

• Correlate incidents with recent changes using observability tools.

• Identify improvement opportunities or recurring patterns.

• Work with platform/DevOps teams to improve automated change validation, canary analysis, and rollout tooling.

• Identify steps to reduce manual change overhead (e.g., templated CRs, automated risk scoring).

• Assist with writing rollout plans, defining blast radius, or preparing for peak hour deployments.

• Update leadership on change volume, failure rates, success rate of automated validations, etc.

• Create or refine dashboards (e.g., Change Failure Rate, MTTR, lead time for changes).

• Ensure compliance with internal controls or regulatory requirements (SOX, ISO 27001, etc.).

• Periodic audits of bypassed change processes or emergency fixes.