Senior Manager - IT Change Management
3h ago
source : Shine

Senior Manager, IT Change Management

In this role, you will be responsible for managing the change management operations for Genpact IT. You will function as a SPOC for the entire IT team from change management perspective.

You will work with the entire technology team to improve on process awareness, compliance, process and service improvement, etc.


  • Train the Change Management staff in adopting formal methods in assessing the impact of proposed changes. This may require creation of additional templates that help in thorough assessment of risks and impacts from the proposed changes
  • Instill the discipline of formal planning for the Change and Release activities
  • Periodically analyze the change prioritization logic configured in the tool, in comparison to the changing requirements of the customer
  • Periodically analyze the Urgent (Emergency), Expedited and Latent changes to identify and investigate any possible misuse of these change categories
  • Continually educate the Change Approvers in various technology domains on the criterion they should use / follow in order to approve requested changes
  • Drive the mandate for all changes to be adequately tested (except for Standard and where required, Urgent / Emergency ) Changes
  • Periodically audit the Change Records to insure that the changes were sufficiently controlled, assessed, planned, approved and executed
  • Analyze and improve the Change Templates or Change Models and their respective workflows in the tools, in order to drive the effectiveness and efficiency of the Change Management Process
  • Insure that there is adequate information, guidance, training and focus on optimizing the downtime by grouping the non-urgent changes into bundles of releases that can be released together
  • Encourage other Process Owners to follow the formal Change Control procedures while managing the augmentation and improvements in their respective processes and supporting tools
  • Conduct PIR meetings and periodically analyze the changes that were closed as Failed Changes , to investigate and address any process design or process compliance issues
  • Follow formal version and change control methods as agreed with leadership
  • Host the read-only versions of the released documentation at the designated secure, backed up and access controlled documentation repository and issue formal communication to the support staff announcing such release
  • Simplify process documentation in order to make it easily understandable for operations staff at the point of use
  • Identify and suggest changes to the Foundation data in the tools
  • Analyze and suggest tool customizations in the interest of process workflow optimization - Open formal RFCs / CMR s and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
  • Work with the tools teams to standardize reports
  • Document the release notes in order to conserve the audit trail to Track all tool customizations
  • Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
  • Review performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
  • Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
  • Receive, analyze and incorporate feedback from customers that suggest improvements
  • Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff
  • Qualifications

    Minimum qualifications

  • BE, B.Tech or Computer Science
  • ITIL / ISO certified
  • Preferred qualifications

  • Experience in IT Change management
  • Ability to understand the technical changes in terms of their outcome, impact,etc
  • Prior experience in IT Change Management
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