Change / Release Manager

Must Have Technical/Functional Skills

• The L3 Change Manager is a senior Change Management professional responsible for governing the end-to-end change lifecycle

across complex, large-scale, Applications, IT infrastructure environments (Data Center, Cloud, Network, Server, Storage, and

Application layers).

Acting as the escalation point and process owner for high-risk and critical changes, the L3 Change Manager drives

Agile/ITIL-aligned change governance, chairs CAB/eCAB sessions, and partners with L2/L3 technical squads, service towers,

and client stakeholders to ensure changes are planned, risk-assessed, approved, implemented, and reviewed with minima

l business disruption. This role is central to maintaining service stability while enabling faster, automation-driven change

velocity across the account.

Roles & Responsibilities

• Own and govern the end-to-end Change Management process (RFC intake, categorization, risk/impact assessment, approval,

scheduling, implementation, and closure) across infrastructure and application changes.

• Chair and facilitate CAB / eCAB / Agile CAB meetings for Critical and High-risk RFCs; ensure only rule-escalated changes consume

CAB time while standard/low-risk changes move through automated, pre-approved pathways.

• Act as the primary escalation point for L2/L3 technical squads and Service Towers (DC, Cloud, Network, Server, Storage)

on change conflicts, scheduling clashes, and implementation risks.

• Review change requests for completeness - description, documentation, risk/impact analysis, rollback plan, and

post-implementation review (PIR) requirements - prior to CAB submission.

• Perform and validate risk scoring using automated risk calculators (CI/Business Service based impact values) and

challenge/override assessments where technical judgment warrants.

• Maintain and continuously refine the change and release calendar; proactively identify and resolve scheduling conflicts,

blackout window violations, and resource contention across parallel workstreams.

• Coordinate Emergency Change (eCAB) approvals outside of standard cycles, ensuring appropriate senior sign-off and

compensating controls are documented.

• Drive automated PIR creation and completion for Change Owners/Coordinators post go-live; analyze failed/backed-out

changes and feed findings back into risk rules, standard change templates, and test automation.

• Ensure the CMDB / Federated CMDB remains accurate through CI mapping and correlation, supporting reliable risk scoring

and impact analysis.

• Partner with Incident and Problem Management teams to assess the change-related consequences of incidents and

drive root-cause and corrective actions back into the change process.

• Track and report Change Management KPIs - change success rate, emergency change ratio, standard change adoption,

CAB cycle time - and present governanc e dashboards to service towers and client leadership.

• Maintain 100% compliance with client and TCS firm-wide Change Management policies, audit requirements, and ITIL-aligned

controls (pre-, during, and post-change).

• Support the transition from traditional ITIL Change Management to Agile Change Management - promoting standard,

pre-approved changes, aligning daily sprints to Business Unit release cycles, and applying "just enough" governance for

low/moderate-risk changes.

• Mentor and provide functional guidance to L1/L2 Change Coordinators; act as backup/delegate approver during CAB absences.
• Collaborate with Release, Problem, and Configuration Management process owners to ensure integrated ITSM governance

(e.g., ServiceNow) across the change lifecycle.

Generic Managerial Skills,

• Strong stakeholder management and ability to communicate confidently with senior client and TCS leadership.

• Sound decision-making and risk-management judgment under time pressure, particularly during CAB and emergency

change scenarios.

• Highly organized, detail-oriented, and able to manage multiple concurrent change pipelines across towers and geographies.

• Demonstrated ownership and accountability; comfortable holding technical teams accountable to process and

documentation standards.

• Ability to work flexible hours to support 24x7 global delivery and follow-the-sun CAB coverage.

Technical Exposure

• Working knowledge of ITSM platforms such as ServiceNow for RFC lifecycle, CMDB, and reporting.

• Familiarity with monitoring/observability and AIOps toolsets (e.g., Datadog, SolarWinds, Moogsoft, Ignio) as they relate

to change risk and post-change validation.

• Exposure to DevOps/Agile ceremonies (sprint planning, release reviews) and their mapping to traditional Change Management roles.

Requirements

• 8-12 years of overall IT infrastructure/service delivery experience, including a minimum of 4 years in a dedicated

Change Manager / CAB Lead role at L3 level.

• ITIL v3/v4 Foundation certification required; ITIL Intermediate (Release, Control & Validation) preferred.

PMP or Agile/Scrum certification is a plus.

• Proven experience running CAB/eCAB processes for large, multi-tower infrastructure environments

(Data Center, Network, Cloud, Server/Storage).

• Strong understanding of risk assessment models, CMDB/CI relationships, and standard change templates.
• Prior experience supporting large managed-services or transformation engagements is preferred; financial services,

telecom, or media/publishing account experience is a plus.

• Excellent verbal and written communication skills, with the ability to prepare and present governance dashboards

to executive stakeholders.

• Ability to be nimble and flexible - prioritizing workload and reacting proactively to shifting deadlines and change conflicts.

Salary Range: $120000 - $140000 a year