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Manager - IT Change Management

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us. 

Inviting applications for the role of Manager, IT Change Management 
In this role, you should possess good relationship management skills with colleagues, seniors & leads 
•    Your role requires decent verbal and written communication capabilities 
•    You will need problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve 
•    You should be an Individual contributor and a team player 
•    You should possess good hold in reporting logics for KPI’s / process metric from Cahange Management perspective with a good hand in MS Excel based reporting & Power Point 
•    You need to have an Exposure to Service / Application Modeling CMDB framework & should be well versed with working on ITSM ticketing platform (Remedy / Service Now 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 
•    Periodically analyze the ‘Urgent’ (Emergency), ‘Expedited’ and ‘Latent’ changes to identify and investigate any possible misuse of these change categories. Support business urgencies by ensuring around the clock (ad-hoc) availability to review expedite change requests 
•    Continually educate the Change Approvers in various technology domains on the criterion they should use/follow 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 ensure that the changes were sufficiently controlled, assessed, planned, approved and executed 
•    Analyse and improve the ‘Change Templates’ and their respective workflows in the tool, in order to drive the effectiveness and efficiency of the Change Management Process 
•    Conduct PIR periodically and analyse the changes that were closed as ‘Failed Changes’, to investigate and address any process design or process compliance issues 
•    Drive CAB & its readiness and follow formal control methods as agreed with the 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 
•    Make yourself available to review key business changes in outside shift hours. 
•    Identify and suggest changes to the ‘Foundation data’ in the tools 
•    Analyse 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 
•    Communicate to all relevant teams (including supporting vendors and customers), the targets as Service Performance Targets 
•    Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies, and priorities 
•    Perform Audits w.r.t. Incident & Change Management to identify Unauthorized changes 
Qualifications we seek in you!
Minimum qualifications 
• Bachelor's degree in Commerce / Computer Science /  
• Awareness / exposure of holistic level IT Infrastructure setup 
• Experience in core IT Service Management (Incident / Change / Problem Mgmt) 

Preferred qualifications 

• Tech Certifications like MCSE/CCNA would be an added advantage • ITIL v3 / v4 Foundation certified 

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job: Manager

Job ID: COR022579

Primary Location: India - Gurugram

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Mar 29, 2022

Master Skills List: Domain

Job Category: Full Time