Systems Engineer

TheChange Incident Management Associate (P2)is responsible for managing both theChange ManagementandIncident Managementprocesses within the IT environment. This role ensures seamless implementation of IT changes while maintaining service availability through effective incident response. The ideal candidate will have strong governance, risk assessment, communication, and problem-solving skills to drive operational efficiency and minimize business disruptions for Common Transportation platform s EU and NA regions.

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