Job Description

Overview

The Change Manager is responsible for the governance, approval, and safe execution of all changes across non-production environments (QAT, UAT, Performance). This includes code and non-code deployments, infrastructure, and network changes. The role ensures changes are risk-assessed, scheduled, and executed without impacting delivery timelines.

Partnering closely with NPE functions, DevOps, and delivery teams, the Change Manager maintains environment stability, compliance, and transparency.

Key Responsibilities

Change Governance & Control

• Own the ITIL-based change management process for NPEs.
• Review and assess RFCs, including approvals, impact analysis, rollback strategies, and verifications.
• Map every change to upstream/downstream services and data flows.
• Chair CAB meetings for NPE changes, including daily reviews.
• Document all approvals, decisions, and post-change reviews in Jira/Confluence.

Execution Oversight

• Oversee approved changes across infra, firewall, network, and security teams.
• Ensure deployments, JIRA upgrades, tooling integrations, and platform changes follow governance workflows.
• Validate deployment procedures, SIS checklists, and RFC workflows prior to execution.
• Monitor change completion with logging, metrics, and alerts in place.
• Conduct risk assessments for changes across timelines, test cycles, and shared environments.
• Validate dependencies for Oracle SaaS/PaaS, billing platforms, TKE/EKS, and AKS.
• Assess cost/resource implications (infra scaling, nodes, firewall expansions).
• Perform technical due diligence on compatibility, capacity, and configuration drift.
• Address recurring environment/configuration issues with RCA.
• Produce daily/weekly/monthly reports on change activity, pipeline health, and metrics (e.g., Kafka).
• Automate dashboards in Power BI/Tableau for leadership visibility.
• Correlate incidents, RFCs, and intake forms for full lifecycle visibility.
• Use scripts/chat-ops bots for scheduled reporting and approvals.
• Liaise with Dev, QA, Ops, Security, Integration, Testing teams, and external vendors.
• Secure approvals for emergency changes when required.
• Translate technical risks into clear business-impact summaries.
• Drive transparency and alignment across functions.
• Audit tickets/runbooks to capture edge cases before deployments.
• Validate tool upgrades, auto-approvals, and guardrail changes.
• Lead retrospectives, track change success/failure rates, and integrate RCA learnings.
• Validate vendor dependencies, assess SLAs, and ensure fallback strategies.

Governance & Delivery Support

• Define milestones, activities, and budgets to ensure project scope, time, and cost alignment.
• Track KPIs including schedule adherence, cost utilization, risk management, and defect leakage.
• Implement software delivery best practices, estimation, and reusable methodologies.
• Manage stakeholder communication, risk/issue tracking, and test/defect management.
• Support organizational initiatives, solution structuring, and team development.

Required Qualifications

• 68 years in Change/Release Management with infra, network, and security exposure.
• Proven ITIL Change Management expertise and experience running CABs.
• Hands-on knowledge of CI/CD tools (Jenkins, GitLab CI), Kubernetes (EKS/AKS), Docker, Kafka.
• Strong AWS networking knowledge (VPCs, subnets, load balancers, security groups).
• Familiarity with SaaS/PaaS platforms, billing systems, and Jira Cloud workflows.
• Strong observability experience with Splunk, AppDynamics, Prometheus.
• Advanced reporting and dashboarding using Power BI/Tableau.
• SQL scripting for validation and log analysis.
• Excellent stakeholder management, facilitation, and risk assessment skills.

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