Job Description

5 - 7 Years
1 Opening
Kochi, Trivandrum

Role description

1. Role Purpose

The

Change Manager

is responsible for ensuring that all IT changes across

Client's technology landscape

are implemented in a

controlled, secure, and compliant

manner, minimizing risk and disruption to business operations.

This role governs the

end-to-end lifecycle of change management

, ensuring that all changes are properly assessed, approved, implemented, and reviewed.

The Change Manager works closely with

Release, Problem, and Incident Management

functions to uphold

service stability

and

operational excellence

.

2. Key Responsibilities

Change Management Governance

Own and manage the

Change Management lifecycle

(Standard, Normal, and Emergency changes). Review, assess, and authorize change requests for

risk, impact, readiness, and compliance

before implementation. Chair

Change Advisory Board (CAB)

and

Emergency CAB (eCAB)

meetings, ensuring timely and informed decision-making. Maintain and publish the

Forward Schedule of Change (FSC)

to prevent conflicts and minimize downtime. Ensure all changes adhere to

defined policies, workflows, and documentation standards

within the ITSM platform. Monitor and track

unauthorized changes

,

failed changes

, and

change success rates

, driving corrective actions where needed. Ensure

Post Implementation Reviews (PIRs)

are conducted for high-risk or failed changes to capture lessons learned. Collaborate with

Release, Problem, and Availability

teams to maintain operational stability and service continuity.

Process Governance & Continuous Improvement

Define, refine, and enforce

Change Management policies, procedures, templates, and KPIs

. Conduct periodic

audits

to ensure process compliance and control effectiveness. Drive

process automation

and reporting improvements in the ITSM platform for enhanced visibility and efficiency. Provide regular

dashboards, metrics, and performance reports

to leadership and service owners. Support internal and external

audits (ISO 20000, SOX, ITGC)

with required process evidence and compliance documentation.

Stakeholder Management

Act as a

single point of contact

for all change-related escalations and communications. Engage with

technical teams, project managers, and business stakeholders

to ensure proper coordination and communication. Conduct

awareness and training sessions

to promote change management best practices across delivery teams.

3. Required Skills & Experience

Technical & Process Skills

Strong understanding of

ITIL v4 Change Management

processes and best practices. Hands-on experience with

ITSM tools

such as ManageEngine, ServiceNow, or BMC Remedy*.
Working knowledge of

Incident, Problem, Release, and Configuration Management

integration. Ability to assess

change impact and risk

across infrastructure, cloud, and application layers. Proven experience facilitating

CAB/eCAB

meetings and ensuring timely change execution. Proficiency in

reporting and analytics

using Power BI or Excel*.
Familiarity with

compliance frameworks

such as SOX, ISO 27001, and ITGC*.

Soft Skills

Strong

communication and facilitation

skills for effective interaction with cross-functional teams. Excellent

organizational and stakeholder management

capabilities. Analytical and

detail-oriented

approach with a focus on process discipline. Ability to remain

calm under pressure

and manage multiple priorities effectively.

Proactive mindset

with commitment to continuous improvement.

4. Qualifications

Bachelor's degree in

Information Technology, Computer Science

, or related field.

7-10 years

of overall IT experience with at least

5+ years

in Change Management.

Certifications:

+ ITIL v4 Intermediate or Managing Professional (mandatory)
+ COBIT, ISO 20000 Lead Implementer, or equivalent (preferred)
+ Six Sigma Yellow/Green Belt (desirable)

5. Tools & Platforms

ITSM:

ManageEngine, ServiceNow, BMC Remedy

Reporting:

Power BI, Excel Analytics, Tableau

Collaboration:

Microsoft Teams, SharePoint, Confluence

Monitoring/CMDB:

SolarWinds, Dynatrace, CMDB modules

Documentation:

CAB minutes, FSC trackers, PIR templates

Skills

Change Management,Capacity Management,Release Management

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.