CHANGE MANAGER L3
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Job Summary
Responsible for managing and resolving high-priority IT and telecom service incidents to ensure rapid service restoration and minimal business impact. Acts as the central point of coordination for all ITIL operational services while ensuring adherence to ITIL best practices.
Key Responsibilities
| Lead and manage Major Incidents (P1/P2) across IT and telecom environments. |
| Own the end-to-end incident lifecycle: detection triage escalation resolution and closure. |
| Coordinate bridge calls and war rooms with application infrastructure and vendor teams. |
| Manage incidents impacting BSS systems preferably Front End Portals CRM - Salesforce Integration - Tibco Billing -E// SAP and OSS/networks. |
| Provide timely and accurate stakeholder communications (status updates outage notifications). |
| Drive Root Cause Analysis (RCA) and post-incident reviews. |
| Identify recurring issues and work with Problem and Change Management teams. |
| Track and report KPIs: MTTR SLA compliance incident trends. |
Skills :
| Required Skills |
| Strong knowledge of telecom BSS platforms. |
| Strong knowledge of Cloud Technologies AWS and Azure. |
| Hands-on experience with ITIL Incident and Problem and Change Management. |
| Familiarity with monitoring and ticketing tools (ServiceNow Elastic Ops Ramp New Relic etc.). |
| Excellent communication leadership and crisis management skills. |
| Qualifications & Experience |
| Bachelors degree in IT Electronics & Telecom or Computer Science. |
| 12 15 years of experience in IT Operations Service Management. |
| ITIL Certification. |
