Designation: Incident and change manager

Job Description:

Change Governance & Control:
- Manage the endtoend Change Management lifecycle in line with ITIL / organizational standards
- Ensure all changes are properly logged, assessed, approved, implemented, and reviewed
- Enforce adherence to change policies, procedures, and controls

Risk & Impact Management:
- Evaluate risk, impact, and dependency for all proposed changes
- Ensure appropriate rollback/backout plans are defined and tested
- Minimize service disruption by coordinating change windows and blackout periods

Stakeholder & CAB Management:
- Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings
- Coordinate with IT operations, application teams, business stakeholders, vendors, and support teams
- Provide clear communication on change schedules, impacts, and outcomes

Documentation & Artefacts:
- Ensure availability and completeness of required change artefacts (RFCs, approvals, test results, implementation plans, PIRs)
- Support audits, compliance reviews, and recertification activities




- Maintain change records and evidence as per checklist and governance requirements

Monitoring & Reporting:
- Track and report change KPIs (success rate, failed changes, emergency changes, SLA compliance)
- Conduct PostImplementation Reviews (PIRs) and drive corrective actions
- Identify trends and improvement opportunities in the change process

Process Improvement:
- Continuously improve the Change Management process for efficiency, clarity, and simplification
- Reduce unnecessary approvals and handoffs while maintaining control
- Drive awareness and adoption of change best practices across teams

Required Skills & Competencies:

Technical & Process Skills
- Solid understanding of ITIL Change Management
- Experience with ITSM tools (e.g., ServiceNow, Remedy, BMC, Jira Service Management)
- Knowledge of incident, problem, and release management interdependencies

Qualifications & Experience:
- Bachel

📌 Incident And Change Manager (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai