Change Manager

Responsibilities:

Change Governance and Control:

• Own the ITIL-based change management process for NPEs.
• Review and assess Requests for Change (RFCs), including impact analysis, approvals/rejections, rollback/back-out strategies, and automated verifications.
• Map every change to upstream/downstream services and data flows.
• Chair and facilitate Change Advisory Board (CAB) meetings for NPE changes, including daily reviews.
• Document approvals, decisions, and post-change reviews in Jira/Confluence.

• Oversee execution of approved changes across infrastructure, firewall, network, and security teams.
• Ensure deployments, JIRA upgrades, tooling integrations, and platform changes follow governance workflows.
• Validate SIS checklists, deployment procedures, and RFC workflows before execution.
• Coordinate platform upgrades, deployment windows, tool onboarding/testing, and RFC enhancements.
• Monitor and validate successful completion of changes, including metrics, logging, and alert configurations.

• Conduct risk assessments for all changes, considering delivery timelines, test cycles, and shared environments.
• Perform technical due diligence, including version compatibility, capacity limits, and configuration drift.
• Validate dependencies for Oracle SaaS/PaaS, billing platforms, TKE/EKS, and AKS.
• Assess cost and resource implications (infrastructure scaling, firewall expansions).
• Analyze and address root causes of recurring environment/configuration issues.

• Produce daily, weekly, and monthly reports on change activity, pipeline health, and metrics (e.g., Kafka).
• Automate dashboards in Power BI/Tableau for leadership visibility.
• Use scripts/chat-ops bots for scheduled reporting and acknowledgements.
• Correlate incidents, RFCs, and intake forms for end-to-end change visibility.

• Liaise with Dev, QA, Ops, Security, Testing partners, and external vendors.
• Secure timely approvals for emergency changes.
• Translate technical risks into clear business-impact summaries for stakeholders.
• Drive cross-functional alignment and transparency across all teams.

• Audit tickets and runbooks to identify edge cases before deployment.
• Validate and test tool upgrades and automation condition changes.
• Lead post-implementation retrospectives and refine NPE guardrails.
• Track change success/failure rates and implement process improvements based on RCAs.

• Validate SIS dependencies and external vendor integrations in non-prod.
• Assess third-party risks, SLAs, and fallback strategies.

• 6 8 years in Change/Release Management with exposure to infrastructure, network, and security changes.
• Strong ITIL Change Management expertise with proven experience running CABs.
• Hands-on experience with CI/CD (Jenkins, GitLab CI), Kubernetes (EKS/AKS), Docker, Kafka, and Splunk.
• Knowledge of AWS networking (VPCs, subnets, load balancers, security groups).
• Familiarity with SaaS/PaaS platforms, billing systems, and JIRA Cloud workflows.
• Strong knowledge of observability tools (Splunk, AppDynamics, Prometheus).
• Advanced reporting and dashboarding skills in Power BI/Tableau.
• SQL scripting skills for validation and log analysis.
• Excellent facilitation, cross-functional coordination, analytical thinking, and stakeholder management skills.