Change & Incident Management - ServiceDesk L2

Overview

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, acting as the Single Point of Contact for all RFCs within the ITSM framework using ManageEngine ServiceDesk Plus.

What you'll do

• Develop, implement and enforce change management plans and processes consistently across the organization for all system updates, infrastructure changes and new process rollouts.
• Act as the bridge between technical teams, business units and stakeholders to evaluate, approve, schedule and communicate changes transparently throughout the change lifecycle.
• Proactively identify and assess risks associated with proposed changes and formulate mitigation strategies to protect service continuity.
• Maintain accurate and complete records of all change requests, approvals and outcomes within ManageEngine ServiceDesk Plus, ensuring audit readiness.
• Evaluate the success of changes post-implementation, analyze outcomes and recommend process refinements.
• Work closely with L1 (providing guidance and oversight), L3 (escalation of complex changes and incidents), application owners, infrastructure teams and vendors.
• Support rapid identification, escalation and resolution of IT incidents, ensuring service continuity in alignment with defined SLAs.
• Govern changes through CAB (Change Advisory Board) governance, evaluating impact and prioritizing changes in line with ITIL-aligned processes.

What you'll need

• Minimum 3 years of relevant experience in IT implementation / support of related solutions.
• Minimum 5 years total experience in the field of IT implementation / support of related solutions.
• Science graduate (IT/Computer); BE/B.Tech/MCA preferred.
• CCMP (Certified Change Management Professional).

Details

• Work mode: Onsite, primarily from an HPE partner/customer office.
• Location: Gurgaon, Haryana, India.
• Job level: Specialist; job function: Services.