Lead Change Management

Job Summary

This Lead-level Individual Contributor sits within the Change Management organization and owns the Problem Management process and outcomes for an assigned service area. The role's primary focus is Problem Management: leading complex root-cause investigations, owning the Problem Management actions queue, and driving repeat-incident reduction. The role partners closely with Change Management to ensure RCA-driven changes are scoped, prioritized, and tracked to completion. As a Lead, the role operates through influence (no direct reports), mentoring L1-L3 analysts on RCA discipline and Problem-to-Change handoff. 

Responsibilities

• Own Problem Management actions for the assigned service area: tracked, validated, completed; remove bottlenecks. 
• Lead complex root-cause investigations as the senior practitioner for RCA discipline (5 Whys, fishbone, fault tree, timeline analysis). 
• Identify recurring change failures and incident patterns within the service area; convert findings into Problem records and remediation actions. 
• Partner with Change Management to scope, prioritize, and track RCA-driven changes through to completion. 
• Validate that corrective changes address true root cause (not just symptom); push back on incomplete remediation. 
• Coach Change requesters on linking changes back to Problem records and incident learnings. 
• Define local execution standards (RCA templates, Problem record quality, action-tracking criteria) for the service area. 
• Review and approve complex Problem records and corrective-change packages; enforce quality and risk-mitigation standards. 
• Integrate learnings from incidents and problems into process documentation, templates, and training updates. 
• Define and maintain Problem Management metrics (RC action closure rate, repeat-incident rate, mean time to root cause) for the service area. 
• Use segmentation / cohort analysis to identify high-risk systems, change types, or teams contributing to repeat problems. 
• Drive early discovery of patterns (recurring change failures, repeated incidents) within assigned scope. 
• Lead through influence (no direct reports): mentor L1-L3 analysts in Problem and Change Management; coach peers; set standards for the service area. 
• Drive cross-functional contributors to shared outcomes without formal authority. 
• Present to leadership audiences; convert ambiguity into a recommended path with trade-offs articulated. 
• Handle difficult conversations (pushback on incomplete RCA, escalations) with composure and clarity. 
• Own the automation roadmap for the service area's Problem Management work; prioritize use cases by ROI and risk reduction. 
• Define guardrails for AI use in Problem investigation (human-in-the-loop, override paths, audit logging). 
• Partner with engineering and AI/ML teams on solution design (e.g., automated pattern detection in incidents). 

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or equivalent work experience.
• 8+ years in Telecommunications Support, Engineering, Design, and/or Problem resolution. 
• Demonstrated track record leading complex cross-team root-cause investigations in a complex production environment.
• Demonstrated experience driving repeat-incident reduction via systemic problem analysis and RCA-driven changes. 

Certifications 

• Required: ITIL Foundation v3 or v4. 
• Preferred: ITIL Specialist - Create, Deliver & Support OR ITIL Specialist - High-Velocity IT. 

Technical / Functional Skills 

• Demonstrated mastery of RCA techniques (5 Whys, fishbone, fault tree, timeline analysis, contributing-factor analysis). 
• Strong working knowledge of Telecommunications design, engineering, and implementation to drive and deliver on the RCA but in addition to support TCAB 
• Strong analytical capability: define KPIs, build dashboards, drive evidence-based improvement. 
• Demonstrated ability to lead complex cross-team investigations and influence without formal authority. 
• Strong written and verbal communication; can present to leadership audiences and write executive-ready summaries. 

Preferred Qualifications 

• Experience in telecommunications, cable, or large-scale service provider environments. 
• Familiarity with CMDB hygiene as it relates to RCA and impact analysis. 
• Experience with AI / ML applied to incident pattern detection or RCA augmentation. 
• Track record of mentoring junior analysts