Change & Incident Management - ServiceDesk L2

Hewlett Packard Enterprise Operations provides expertise to advise, integrate, and accelerate customer outcomes from digital transformation. The Change and Incident Management role serves as the central governance authority for managing the end-to-end IT change lifecycle using the ManageEngine ServiceDesk Plus platform.

Key Responsibilities

• Develop, implement, and enforce change management plans and processes consistently across the organization.

• Act as a bridge between technical teams and business units to evaluate, approve, schedule, and communicate changes.

• Proactively identify and assess risks associated with proposed changes and formulate mitigation strategies.

• Maintain accurate records of all change requests and approvals within ManageEngine ServiceDesk Plus to remain audit-ready.

• Evaluate success of changes post-implementation, analyze outcomes, and recommend process refinements.

• Collaborate closely with L1, L3, application owners, infrastructure teams, and vendors for seamless execution.

• Support rapid identification, escalation, and resolution of IT incidents in alignment with defined SLAs.

Requirements

• Minimum 3 years of relevant experience and minimum 5 years total experience in IT implementation or support.

• Science Graduate in IT or Computer Science, preferably BE, B.Tech, or MCA.

• Certified Change Management Professional certification.