Change Manager

We are seeking an ITIL-aligned Major Incident Management Lead to own the end-to-end lifecycle of critical (P1/P2) IT and telecom incidents. Following ITIL best practices, you will lead high-pressure bridge calls and war rooms with cross-functional infrastructure, vendor, and application teams to minimize business impact. You will specifically oversee incidents across telecom BSS/OSS environments-including Front End Portals, Salesforce CRM, Tibco Integration, Ericsson Billing, and SAP. Beyond driving rapid restoration of service, you will manage timely stakeholder communication, lead Root Cause Analysis (RCA) for post-incident reviews, closely collaborate with Problem and Change Management teams to prevent recurring issues, and track key ITIL metrics such as MTTR and SLA compliance.

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