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