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 transparent 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:
Bachelors degree in IT, Engineering, or related field (preferred)
ITIL Foundation or higher certification (mandatory / preferred)
5+ years of experience in IT Change Management, or Service Management
Hands on experience as Change manager for minimum 4+ years.
Experience working in regulated or auditdriven environments is a solid advantage

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