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Customer Experience Management

Technical Change Management Analyst

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Hybrid

Full-time

Job Overview

The Technical Change Management Analyst plays a critical role in managing and coordinating changes across A2P messaging platforms, infrastructure, and services while minimizing disruption to operational delivery. This role ensures all technical changes—such as updates to messaging gateways, routing logic, APIs, and backend systems—are properly assessed, documented, approved, and executed in compliance with industry standards (e.g., ITIL) and internal SLAs. The analyst acts as a key bridge between engineering, operations, product, and business stakeholders to ensure changes support high availability, message deliverability, and commercial readiness.

Responsibilities

Manage the full lifecycle of technical change requests across the A2P ecosystem (e.g., SMS gateways, firewalls, routing engines, APIs, reporting tools).
Review and evaluate change requests for technical accuracy, platform dependencies, SLA impact, and operational risk.
Schedule and facilitate regular Change Advisory Board (CAB) meetings, ensuring proper risk mitigation and alignment with peak traffic windows or maintenance windows.
Ensure changes are well-documented, approved, and implemented according to internal policies and ITIL best practices.
Collaborate with network, operations, and product teams to define back-out plans and ensure rollback readiness for mission-critical services.
Monitor change execution, verify success criteria, and drive post-implementation reviews for continuous improvement.
Communicate change impacts, schedules, and recovery procedures clearly to both internal and external stakeholders (including clients and partners, where applicable).
Support incident and problem management processes by contributing to root cause analysis of failed or high-impact changes.
Maintain change KPIs, dashboards, audit trails, and ensure compliance with regulatory or client-driven requirements.

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Qualifications

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
2–4 years of experience in Technical Change Management, IT Operations, or Network/Application Support within a telco, messaging aggregator, or A2P platform provider.
Solid understanding of A2P messaging infrastructure, including SMS delivery flows, short codes, SMPP protocols, DLRs, and routing configurations (preferred).
Familiarity with the ITIL framework; ITIL Foundation certification is preferred.
Experience with ITSM platforms (e.g., ServiceNow, ClickUp, Zendesk)
Strong analytical and documentation skills, with attention to SLA adherence and change risk.
Ability to communicate and coordinate effectively across cross-functional technical and business teams in high-pressure environments.
Proactive, detail-oriented, and capable of managing changes across multiple systems and vendors simultaneously.

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Our Culture and Values

At m360, we believe that how we work is just as important as what we achieve. Joining us means becoming part of a culture where accountability is celebrated, everyone takes ownership of their contributions and outcomes. You’ll thrive in an environment built on collaboration, where cross-functional teamwork and mutual support fuel our success. We encourage you to innovate courageously, bringing bold ideas to the table and challenging the status quo to help shape the future of our business. Our decisions and actions are anchored in integrity, ensuring transparency, honesty, and trust at every level. And above all, we put people at the heart of everything we do - leading with care, practicing empathy, and fostering a workplace grounded in respect and support.