Cust Chg & Rel Mgt Svc Spec

Job description

about the role

 

Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end Change Management.

Change Management efficiency - CM

Accountable for the on-time and error-free implementation of customer projects on VPN Networks. Keeping end to end ownership of customer change and coordinates with all the internal teams and customer on go ahead of the change, technically check the existing customer network through pre checks and after implementing the change check the new changes on customer network through post checks.

Communication on change preparation & guideline to achieve internal and external customer confidence  - CM

Responsible for all layer 3 and layer 2 changes and getting done the configuration part through configuration expert teams.

Quality of 1st time, right time change implementation  - CMRM

Provide support to internal or external stakeholders on Changes on Nortel switches, Cisco Service change from FR to ATM, FR to Metro Ethernet, ATM to Metro Ethernet, PVC upgrade on CE and PE side, PE remising, NAS back up installation and up gradation, New chassis installation ,IOS upgrade, Module installation, Hardware verification.

Manage the End-to-End changes with the Customer and Order Management entities for the successful completion of the change - CRM

Ownership of Change Advisory Board (CAB) or ECAB meetings for all urgent RFCs.

To make a consensus among all the CAB members for change- CRM

Implement all NO and Little impact IP changes.

End to end delievery including configuration - CRM

Schedule a CAB for a Change Advisory Board (CAB) members to review the change request, analyze associated risk and get a final GO or NO go for change.

Making consensus of all the stakeholders fpr change scope – CRM

Coordinate with different stakeholders, customers and telecom carriers during release and planned activity for troubleshooting and change preparation purpose.

Provide technical support to non technical stakeholders while release - CRM

Tracking and Post Implementation Review of delivered service level components (circuit, equipment, configuration, testing etc.) till completion of RFCs (change and release management).

 

Change Management goal - CRM

Incorporate customer specific requirements in the process; identification and resolution of blocking issues in the order lifecycle (change and release management). Implementation of alternative logistics solutions for resolution of customer issues pertaining to change management.

Measure and classify change types as simple, complex and assign owners - CM

 

Ensure each change is 100% successful and causes no adverse impact to the rest of the VPN network and refers back any changes that have been backed out or failed.

Quality of 1st time, right time change implementation  - CRM

 

about you

 

Should have high-level knowledge of Layer 1,2 and 3 OSI level troubleshooting skills.

PTT functioning and Change management knowledge.

Understanding of networking technology and systems utilized in global WAN and LAN Business to business communications and IT systems environment.

Knowledge of protocol, systems, communications interface, circuit knowledge and network problem determination skills

Good interpersonal & knowledge of written/spoken English language

Good time management, and organizational skills.

Ability to work under pressure to deal with multiple tasks.

Ability to provide exemplary customer focused support in a fast paced environment.

Willingness to learn and expand knowledge with strong focus on Technical/soft skills.

Team work, uses a team approach to solve problem when appropriate.

 

additional information

 

Engineering, Telecommunications, Computer Sciences or any professional degree.

CCNA certification prefered.

3-6 year of Experience in physical layer/Frame-relay/ATM/IP technologies.

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular