Description
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world.
The Change & Incident Management – ServiceDesk Plus L2 resource serves as the central governance authority for managing the end-to-end IT change and incident management lifecycle within the organization's ITSM framework, leveraging the ManageEngine ServiceDesk Plus platform.
The primary objective of this role is to govern, control, and optimize all changes to IT systems, infrastructure, and services , ensuring every change is implemented in a controlled, risk-mitigated, and business-aligned manner. The individual acts as the Single Point of Contact (SPOC) for all RFCs (Requests for Change), responsible for evaluating impact, prioritizing changes, and driving structured decision-making through CAB (Change Advisory Board) governance , with the ultimate goal of minimizing service disruption, reducing operational risk, and ensuring full compliance with ITIL-aligned processes.
Responsibilities:
- Standardization & Enforcement , Develops, implements, and enforces change management plans and processes consistently across the organization for all system updates, infrastructure changes, and new process rollouts.
- Stakeholder Coordination & Communication , Acts as the bridge between technical teams, business units, and stakeholders to evaluate, approve, schedule, and communicate changes transparently throughout the change lifecycle.
- Risk Assessment & Mitigation , Proactively identifies and assesses risks associated with proposed changes and formulates mitigation strategies to protect service continuity.
- Documentation, Tracking & Audit Readiness , Maintains accurate and complete records of all change requests, approvals, and outcomes within ManageEngine ServiceDesk Plus, ensuring the organization remains audit-ready at all times.
- Post-Change Review & Continuous Improvement , Evaluates the success of changes post-implementation, analyzes outcomes, and recommends process refinements to enhance efficiency and minimize future disruptions.
- Cross-Functional Collaboration , Collaboration is a core component of this role. The Change Manager (L2) works closely with L1 (providing guidance and oversight), L3 (for escalation of complex changes and incidents), application owners, infrastructure teams, and vendors to ensure seamless execution, coordination, and resolution across all change and incident activities.
Requirements:
- Minimum 3 years of relevant experience and minimum 5 years total experience in the field of IT implementation / support of related solutions.
- Science Graduate (IT/ Computer), preferably, BE/B. Tech/MCA
- CCMP (Certified Change Management Professional)
Benefits:
- Health & Wellbeing: We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
- Personal & Professional Development: We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have , whether you want to become a knowledge expert in your field or apply your skills to another division.
- Unconditional Inclusion: We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.