IT Engineer – Change Management / ITSM

Responsibilities: • Lead and coordinate Change Advisory Board (CAB) meetings and manage the review and approval of IT change requests. • Implement and maintain ITIL-based Change Management processes and standards. • Review change requests submitted by infrastructure, application, security and other IT teams. • Assess proposed changes for risks, business impact, dependencies and potential unintended consequences. • Provide recommendations to reduce implementation risks and improve the probability of successful change implementation. • Ensure change requests contain appropriate impact assessments, implementation plans, testing evidence, rollback plans and approvals before deployment. • Follow up on action items and decisions arising from CAB meetings. • Coordinate change-related communications, including planned downtime, implementation schedules and completion notifications to relevant stakeholders. • Maintain and update the IT change management portal and ensure change records are complete and accurate. • Monitor change management activities and identify opportunities to improve process efficiency and effectiveness. • Review and maintain change management processes, templates, SOPs, guidelines and related documentation. • Prepare regular reports on ITSM performance, SLA achievement, change success rates and other relevant service management metrics. • Prepare progress reports for IT service management initiatives and present updates to management when required. • Work closely with internal IT teams, business stakeholders and external vendors to coordinate change activities. • Support Incident Management, Problem Management and other ITSM processes when required. • Identify recurring change-related issues and recommend corrective or preventive actions. • Support continuous improvement initiatives to enhance IT service quality, governance and operational efficiency. • Ensure IT changes supporting business-critical and security-related systems are appropriately managed and documented. Requirements: • Bachelor's Degree in Computer Science, Information Technology, Management Information Systems (MIS) or a related discipline. • Minimum 6 years of relevant IT experience, including 3–5 years of experience in IT service operations, ITSM or Change Management. • Strong practical experience in Change Management, Incident Management and Problem Management. • Good knowledge of ITIL and IT Service Management methodologies. • Experience in facilitating or coordinating Change Advisory Board (CAB) meetings. • Strong understanding of change risk assessment, impact assessment, implementation planning and change governance. • Experience working with infrastructure, application, cybersecurity, network and operations teams. • Strong stakeholder management and relationship-building skills. • Excellent communication, negotiation and professional writing skills. • Strong organisational and time-management skills. • Ability to maintain accurate documentation and track multiple actions, changes and deliverables. • Proficient in Microsoft Word, Excel and PowerPoint. • Ability to work effectively in a fast-paced and changing environment. • Proactive, adaptable and willing to take on new responsibilities and challenges. • Strong analytical and problem-solving skills. • Experience in security services, technology services, facilities management or other business-critical operational environments will be an advantage. • ITIL Foundation certification or higher is preferred. • ITSM, Change Management or related professional certification will be an advantage. • Experience with enterprise ITSM platforms and change management tools will be an advantage.