Information Technology Service Management Manager

Job Summary - IMMEDIATE JOINERS ONLY (ON-SITE IN CHENNAI)

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

• Own and continuously improve the change management framework across the organization.
• Lead or participate daily/weekly Change Review Board (CRB) meetings and ensure timely approvals.

Risk & Reliability Oversight

• Assess the risk of planned changes and verify readiness of rollout, rollback, and validation plans.
• Track key reliability metrics such as change failure rate, MTTR, and deployment lead time.

Incident Correlation & Analysis

• Investigate change-related incidents and contribute to post-incident reviews.
• Identify patterns and systemic issues in failed or high-risk changes.

Automation & Tooling

• Partner with DevOps/SRE teams to integrate change validation, canary rollouts, and automated approvals into CI/CD pipelines.
• Champion use of observability tools to monitor live changes and detect anomalies early.

Stakeholder Communication

• Provide clear and actionable reporting to leadership on change success, risk trends, and improvement areas.
• Coordinate with product, engineering, and operations teams for major releases or changes during high-risk periods.

Compliance & Audit Support

• Ensure adherence to regulatory or internal audit requirements (e.g., SOX, ISO, PCI-DSS).
• Maintain documentation and audit trails for all changes.

Qualifications

Required:

• 3+ 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

Key Metrics You’ll Drive

• Change Failure Rate (CFR)
• Successful Change Audits (SCAs)
• Mean Time to Recovery (MTTR)
• Lead Time for Changes
• % of Automated Change Validations
• Emergency Change Volume

Pay: $15-17 USD