Support Change Manager

Job not on LinkedIn

🔥 17 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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👻 Ghost score 10%

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

📋 Description

• Lead and govern the Request for Change (RFC) process for software support operations, bug fixes, updates, and major feature rollouts • Chair the Change Advisory Board (CAB), facilitating risk assessments, deployment schedule reviews, and dependency checks across development, QA, and support teams • Maintain the master Software Change Schedule and release calendar • Establish rollback plans, post-implementation reviews, and incident contingency strategies for every change ticket • Act as the primary liaison between Software Engineering/Product teams and Tier 1–3 Customer Support • Conduct Change Impact Assessments for software updates affecting support workflows, scripts, and customer-facing features • Ensure knowledge base articles, internal support documentation, and troubleshooting playbooks are updated before changes go live • Coordinate training sessions and release briefings for support leads and helpdesk staff • Monitor change success metrics including Change Failure Rate, Emergency Changes, post-deployment ticket volume spikes, and Mean Time to Restore • Drive post-mortem analysis for failed changes or release-related support incidents • Refine ITIL/ITSM change workflows to balance DevOps/Agile speed with operational safety

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience • 3–5+ years in IT Change Management, Technical Support Lead roles, or Software Delivery Management • Deep familiarity with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice • Experience with release management practices • Strong understanding of ITIL v3/v4 frameworks, specifically Change Enablement / Service Transition • Exceptional cross-functional communication, conflict resolution, and stakeholder management skills under high-pressure deployment deadlines • Under 10% travel • ITIL 4 Foundation / Managing Professional, Prosci Certified Change Practitioner, or Certified Change Management Professional (CCMP) preferred • Experience in CI/CD pipelines, DevOps environments, and SaaS software deployment cycles preferred

🏖️ Benefits

• Incentive Bonus Plans • Medical, Dental, Vision benefits • 401K with Company Match • 10 Paid Holidays • Generous Paid Time Off Packages • Employee Stock Purchase Plan • Paid Parental & Family Leave

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