Support Change Manager
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Before you apply
LocationNew York Remote Work
Work moderemote
SenioritySenior
DepartmentNYC 9-1-1 NGCS and Call Handling Service
Company size10,000+ people
PostedOct 29, 2026 · 1w ago
Verified live5d ago
At a glanceSummarised by Seekless from the posting.
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
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
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
Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
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.