Ampcus Inc · 14 hours ago
Incident, Change, and Release Manager Shared
United States
Full-time
Remote
Senior LevelAmpcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. They are seeking a highly motivated candidate for the role of Incident, Change, and Release Manager Shared, responsible for the design, development, and implementation of IT Service Management solutions using ServiceNow, along with leading Incident Management efforts.
Data ManagementInformation Technology
Responsibilities
Lead the design, development, and implementation of ServiceNow Change and Release Management solutions
Define and document technical and functional requirements, solution designs, and related project documentation
Apply ITIL best practices across Change and Release Management processes
Translate customer business requirements into scalable technical solutions
Deliver engagements onsite or remotely as required
Conduct value-based assessments and workshops to help customers maximize outcomes from ServiceNow implementations
Ensure high-quality documentation as required by customer contracts and internal standards
Manage and mentor a team of resources, ensuring delivery excellence
Ensure consistent adherence to the Incident Management process across all IT support groups
Own and manage all Incidents and Service Requests throughout their lifecycle
Coordinate and lead Major Incident management, including escalation, communication, and resolution
Monitor and manage Incident Management KPIs, SLAs, and OLAs to reduce ticket aging and shelf life
Escalate incidents at risk of SLA/Ola breach to appropriate resolver groups
Ensure timely restoration of services and resolution of high-priority incidents
Provide regular incident status updates to stakeholders at agreed intervals
Chair incident review meetings with stakeholders, SDMs/ODMs, and support towers
Drive continuous improvement of Incident Management processes through analysis and recommendations
Produce management reports, dashboards, and KPI metrics
Provide statistical and performance data to support SLA reporting as required
Monitor process effectiveness and recommend service improvement initiatives
Ensure all process activities meet quality standards and contractual commitments
Qualification
Required
Bachelor's degree in Computer Science or a related discipline
Extensive experience delivering ServiceNow Change and Release Management solutions
Strong working knowledge of ITSM, ITOM, DevOps, Agile, and Scrum frameworks
Proven expertise in Change, Release, and Incident Management best practices
Hands-on experience with ServiceNow (SNOW) Incident, Change, and Release modules
Demonstrated ability to manage teams and lead customer-facing engagements
Excellent verbal and written communication skills, including professional business email etiquette
Strong analytical and problem-solving capabilities
High attention to detail with a logical and process-driven mindset
Exceptional customer service orientation and stakeholder management skills
Ability to multitask and perform effectively in high-pressure, high-priority environments
Openness to learning and continuous improvement
Company
Ampcus Inc
Ampcus is a global business, technology consulting and an staff augmentation firm specializing in AI/ML,digital solutions, Cybersecurity & Risk management, Testing, Forensics & Fraud services and human capital management.
Founded in 2004
1001-5000 employees
H1B Sponsorship
Ampcus Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (13)
2023 (7)
2022 (16)
2021 (13)
2020 (18)
Funding
Current Stage
Late StageLeadership Team
Raj Narayan
Sr. Vice President, Strategic Sales
Recent News
2025-08-18
2025-07-31
Seattle TechFlash
2025-07-15
Company data provided by crunchbase