Project Role : Operations Engineer

Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.

Must have skills : Change Management

Good to have skills : NA
Minimum 3 year(s) of experience is required

Educational Qualification : 15 years full time education

SUMMARY:

We are seeking a highly skilled Change Management SME to drive enterprise IT Change Governance in a large-scale global environment. This role requires strong operational ownership, governance discipline, stakeholder management, and the ability to independently govern complex, high-risk production changes with operational stability and compliance. The ideal candidate must confidently drive governance, manage escalations, and operate effectively in high-pressure, regulated environments such as Insurance, Banking, or Financial Services.

- Change Governance Operational Control Govern Normal, Standard, and Expedited changes end-to-end with strong process understanding of Emergency changes Review RFCs for risk, impact, rollback readiness, implementation quality, and compliance Own and lead CAB/TAB governance activities Prepare agendas, drive risk discussions, manage conflict resolution, and govern scheduling decisions Chair meetings confidently with global stakeholders and technical teams Ensure action tracking, governance follow-ups, and meeting documentation Challenge or reject risky, incomplete, or non-compliant changes Conduct Post Implementation Reviews (PIRs) for failed changes and change-related outages Identify governance gaps and operational improvement opportunities, and drive corrective/preventive actions with documented lessons learned Participating in root cause discussions with technical teams for potentially failed changes causing outages Ensure adherence to global Change Management policies and governance standards Monitor Change Management SLA breaches, aging backlog, drive strong governance to reduce unauthorized changes,



and failed changes Conduct Change Management training and awareness sessions for global technical teams and stakeholders with strong verbal communication capability Create and manage policy and procedural documents and knowledge articles

- Stakeholder Management Reporting Drive Change Governance for global stakeholders and provide process guidance across teams Handle escalations independently and professionally Publish and manage governance dashboards, KPI metrics, and operational insights

- AI Operational Readiness Support AI-enabled ITSM operational models and governance automation Adapt to AI-assisted reporting, workflow optimization, and evolving operational models

- Mandatory Skills Experience Strong experience in Change Management and ITIL 4 based Change Enablement operations (ITIL4 Certified) Proven expertise in enterprise Change Governance and CAB/TAB leadership Experience governing high-risk and critical production changes Solid operational risk assessment and escalation management capability Excellent stakeholder management and communication skills Hands-on experience with ServiceNow ITSM tool Strong analytical capability, governance reporting expertise, and operational ownership mindset Exposure to AI-driven operational models 5 - 7 years of experience in Change Management operations and governance Ability to work in a 24x5 support environment

- Preferred Skills Change Management operational experience in Insurance, Banking, or Financial Services industry domain Power BI reporting / dashboard experience Experience supporting global ITSM operations and service improvement initiatives

- What We Are Looking For A strong Change Management operator - not a ticket coordinator Someone who can confidently lead CAB/TAB discussions and constructively challenge technical teams A professional who understands operational risk, governance, and production stability with strong decision-making capability A self-driven individual who can enforce compliance with minimal supervision Someone who can balance governance, business urgency, and operational stability effectively

Qualification15 years full time education

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