Change & Incident Management - ServiceDesk L2

Change & Incident Management - ServiceDesk L2 This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you 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 within the organization's ITSM framework, leveraging the ManageEngine ServiceDesk Plus platform. The primary objective of this role is to govern, control, and optimize all changes to IT systems, infrastructure, and services — ensuring every change is implemented in a controlled, risk-mitigated, and business-aligned manner. The individual acts as the Single Point of Contact (SPOC) for all RFCs (Requests for Change), responsible for evaluating impact, prioritizing changes, and driving structured decision-making through CAB (Change Advisory Board) governance — with the ultimate goal of minimizing service disruption, reducing operational risk, and ensuring full compliance with ITIL-aligned processes . What you will do: ·       Standardization & Enforcement — Develops, implements, and enforces change management plans and processes consistently across the organization for all system updates, infrastructure changes, and new process rollouts. ·       Stakeholder Coordination & Communication — Acts as the bridge between technical teams, business units, and stakeholders to evaluate, approve, schedule, and communicate changes transparently throughout the change lifecycle. ·       Risk Assessment & Mitigation — Proactively identifies and assesses risks associated with proposed changes and formulates mitigation strategies to protect service continuity. ·       Documentation, Tracking & Audit Readiness — Maintains accurate and complete records of all change requests, approvals, and outcomes within ManageEngine ServiceDesk Plus , ensuring the organization remains audit-ready at all times. ·       Post-Change Review & Continuous Improvement — Evaluates the success of changes post-implementation, analyzes outcomes, and recommends process refinements to enhance efficiency and minimize future disruptions. ·       Cross-Functional Collaboration — Collaboration is a core component of this role. The Change Manager (L2) works closely with L1 (providing guidance and oversight), L3 (for escalation of complex changes and incidents), application owners, infrastructure teams, and vendors to ensure seamless execution, coordination, and resolution across all change and incident activities. In the inc