TOC CTS2 Engineer

Job description

about the role

·  Management of the Change process and ensure adherence of the process and escalation requirements within the various support involved in the delivery of Global NOC MSI support services (Network Operation Centre –Multi Sourcing Integrator)
·  The primary objectives of Change Management are to review, approve and validate changes to minimize the impact on customer’s business. Change Management can be reactive (Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Changes)

about you

·  Primary Skills:- Change Management, ITIL Foundation, CCNA
·  Secondary Skills:- Excel Knowledge, Analytical skill  & Communication

Based on the history of the changes, the change manager will challenge third party providers and will create technical proposals to minimize impact and/or create procedures to perform changes and quickly restore the service in case of failure. For each change, a change ticket will be created in the ticketing tool.

additional information

As a Change Manager:

·  Single point of contact for changes on customer plaftorm : WAN (Cisco Routers), Riverbed Steelhead & optimization service
·  Delivering & managing high standard communications across Customers, NL2, NOC Service providers (AT&T, SingTel, OBS WAN), 3rd party and IT to ensure that Changes are dealt with by priority and customer needs, providing regular communications to Customers across the organization
·  Provide a practical representation of the Customer view within IT and the Service Centre
·  Attend Customer meetings (Change Advisory Board) and review SLA performance on changes
·  Responsible for Ownership and Coordination of actions of those changes with L’Oréal NL2 and vendors
·  To analyze RFC, and coordinating actions with customer and vendors to minimize changes impact
·  To review the Changes Trends and Planning and Driving Improvement Plan

 Main activities:

·  control the Change
·  identify and log the change
·  classify the change
·  investigate and coordinate the change
·  propose alternate solution
·  follow-up on execution of changes
·  control the known errors
·  identify and log the errors for future changes
·  evaluate the error and impact on future changes
·  document the solutions for known errors
·  follow-up and resolution of known errors

 

Behavioral/ Personality Specifications required:-

·  Strong Communication skills
·  Demonstrable customer management / service skills /presentation skills
·  Self-driven
·  Show Can – do – attitude
·  Strong individual with the ability to communicate and negotiate at all levels
·  Good organisational skills plus the ability to motivate people across the organisation to provides solutions

 

Desired Profile:-

Essential:-

·  Minimum 3 years Incident & Change and Incident Management experience
·  Analytical skills
·  Network understanding with CCNA certification
·  ITIL knowledge and understanding

International Customer handling skills

·  Interpersonal skills
·  Organizational skills

Desired:- Work experience in overall ITIL framework

Education:

·  BSc Degree holder in IT
·  ITIL foundation certified
·  CCNA certified with Network / IT / Telecommunication exposure

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