Support Change Manager

Department Overview

NYC 9-1-1 NGCS and Call Handling Service

Job Description

We are seeking an experienced Software Support Change Manager to oversee the end-to-end lifecycle of all software updates, patch deployments, system modifications, and new features.

In this role, you will be responsible for evaluating the risk and impact of technical software changes, leading the Change Advisory Board (CAB), and ensuring that our tier-1 to tier-3 technical support teams, client success teams, and end-users are fully trained, informed, and equipped for every rollout. You will minimize operational downtime, mitigate deployment risks, and drive smooth user adoption.

Key Responsibilities

1. Release & Technical Change Governance

* 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 dev, QA, and support teams.
* Maintain the master Software Change Schedule and release calendar to avoid overlapping deployments and high-friction release windows.
* Establish clear rollback plans, post-implementation reviews (PIR), and incident contingency strategies for every change ticket.

2. Support Enablement & Organizational Change Management (OCM)

* Act as the primary liaison between Software Engineering/Product teams and Tier 1–3 Customer Support.
* Conduct Change Impact Assessments to evaluate how software updates alter existing support workflows, scripts, and customer-facing features.
* Ensure Knowledge Base (KB) 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 on incoming software features and known workarounds.

3. Continuous Improvement & Analytics

* Monitor change success metrics (e.g., Change Failure Rate, Emergency Changes, Ticket Volume Spikes post-deployment, and Mean Time to Restore).
* Drive post-mortem analysis for failed changes or release-related support incidents to prevent recurring issues.
* Continuously refine ITIL/ITSM change workflows to balance speed (DevOps/Agile) with operational safety.

Required Qualifications

* Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience.
* Experience: 3–5+ years in IT Change Management, Technical Support Lead roles, or Software Delivery Management.
* Technical Mastery: Deep familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) and release management practices.
* Framework Knowledge: Strong understanding of ITIL v3/v4 frameworks (specifically Change Enablement / Service Transition).
* Soft Skills: Exceptional cross-functional communication, conflict resolution, and stakeholder management skills under high-pressure deployment deadlines.

Preferred Qualifications

* Certifications: ITIL 4 Foundation / Managing Professional, Prosci Certified Change Practitioner, or Certified Change Management Professional (CCMP).
* Agile/DevOps: Experience in CI/CD pipelines, DevOps environments, and SaaS software deployment cycles.

Basic Requirements

* Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, OR equivalent practical experience.
* Experience: 3–5+ years in IT Change Management, Technical Support Lead roles, or Software Delivery Management.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

* 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

* and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.