Change Implementation Owner

Job description

about the role

Job Purpose:

Part of Multi-sourcing Service Integration MSI Center. Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end change management by coordinating with internal specialist teams. For IPVPN & Enterprise Telephony Customers implement the simple and standard changes & get the complex changes activated in agreed time as per SLA with Customer.

Key Tasks and Responsibilities:

Ø  Assess requests for change that originate from incident management, problem management, release management, or continuity management.

Ø  validate and classify the change request according to its complexity defined in the Change catalogue

Ø  Register changes as needed to handle requests for change or receives change requests from other change initiators

Ø  Determine the risk and impact for requested changes

Ø  prepare implementation plans by creating tasks

Ø  Implement simple and standard change requests for IPVPN & Enterprise Telephony

Ø  For complex changes liaise with correct entity to get the change implemented in agreed time as per SLA with Customer

Ø  Monitor the progress of changes.

Ø  Monitor and report quality of first time right, on-time change implementation

Ø  Ensure and monitor delivery of change implementation within agreed lead times

Ø  Perform the pre-checks before the change window time

Ø  Guide the field Engineer for all scheduled change activities

Ø  Perform the post-implementation review

Ø  Check with the customer that his application is running with no problems.

Ø  Send success report to all involved entities after the completing the change

Ø  Once the change process is completed, the entire process should be  documented in a database (CMDB) that all stakeholders can access

Ø  Manage Project and bulk change requests using standard process and procedures

Ø  Assess, prioritize, respond and report on time for expedite requests

about you

Skills / Qualifications:

Ø  Excellent Knowledge of networking technologies at layer 2 and layer 3 of the OSI Model

Ø  Understanding of networking technology LAN, WAN, UCC

Ø  Cisco Call Manager Experience

Ø  Understanding of VOIP and IPT technology

Ø  Willing to work in 24x7 environment

Ø  Good interpersonal, communication skills

Ø  Good time management, and organizational skills

Ø  Ability to work under pressure to deal with multiple tasks

Ø  Customer Oriented Attitude

Ø  Ability to work under pressure and multitasking

Ø  Proactive and self-motivated

Ø  Good analytical and problem solving skills

Ø  Team Spirit

Ø  Fluent in both spoken and written English

Educational background:

Ø  Degree in telecommunication and/or computer sciences engineering field

Ø  CCNA is a must

Ø  CCNA Voice or CIPT certified person is preferable

Ø  ITIL Foundation Knowledge

Ø  ITIL Foundation Certified is preferred

Professional Experience:

Ø  1-3 years’ experience in telecommunications field

Ø  1-2 year of - Experience in networking operational environment (IPT/VOIP/IP)

Ø  1-3 years’ experience in a customer oriented position

additional information

department

Customer Services & Operations

contract

Regular