A.

Change

Management

- Receive, review, prioritize, and assess all RFCs for impact, urgency, and feasibility before approval or rejection.

- Develop and implement structured change management plans for system updates, process modifications, and infrastructure changes.

- Identify and document risks for all proposed changes with defined rollback and mitigation strategies.

- Conduct Post-Implementation Reviews (PIR) to evaluate outcomes and feed learnings into future change cycles.

B.

Incident

Management

- Ensure all incidents are promptly logged, categorized, and tracked within ManageEngine ServiceDesk Plus.

- Investigate and resolve complex L2 incidents within defined SLA timelines, escalating to L3 when required.

- Keep stakeholders informed on incident status, impact, and resolution progress throughout the lifecycle.

C.

Workflow

Management

- Design, configure, and maintain standardized workflows for change and incident

- Automate repetitive workflow steps such as auto-assignment, SLA escalations, and approval notifications to improve efficiency.





- Monitor active workflows for bottlenecks and periodically review them for alignment with ITIL best practices.

D. Documentation & Compliance

- Maintain accurate records of all RFCs, approvals, SOPs, and incident logs ensuring full audit readiness.

- Manage the complete RFC lifecycle from submission through approval, implementation, and closure.

E. Collaboration & Stakeholder Management

- Guide and mentor L1, coordinate with L3 for escalations, and liaise with vendors, application owners, and infrastructure teams for seamless execution.

- Communicate change plans, schedules, and outcomes transparently across all relevant departments and business units.

F.

Continuous

Improvement

- Analyse change and incident trends to recommend process improvements and optimize ITSM workflows.

- Leverage ManageEngine ServiceDesk Plus for tracking, reporting, and MIS generation.

- Build and maintain a knowledge base to reduce repeat incidents and accelerate future resolutions.

📌 Change & Incident Management - Service Desk (Gurugram)
🏢 Eagle Information systems
📍 Gurugram