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Change Manager integrated Ops
4 months ago
about the role
key accountabilities
key result / decision areas (outcomes)
Managing new/failed changes/RFCs
Review and record requests for change (RFCs) Approve or reject RFCs Drive the incidents triggered due to failed changes & extend engagement until resolution Leading change management work stream with a structured change methodology / processRisk & Impact Assessment
Identifying risks and developing risk mitigation tactics (in collaboration with technical teams) Practice “ZERO” outage culture Reduce impact on business Reduce the number of failed changesChange Planning & Documentation
Ensure complete documentation of R&I assessment, Implementation/Rollback, Test plans & end-to-end communication Effective change planning Change audit compliance Effective KEDBCAB & e-CAB
Prepare & share the CAB agenda Own the change advisory board (CAB) meetings schedule emergency CAB meetings to address urgent needs, sometimes known as eCAB Decision making – empowered for GO/NO-GO Effective change approval process Effective change control & governanceChange Communication
Communicate the business/operational risks to relevant stakeholders Effectively share a detailed success/failed advisory to all the relevant stakeholders, immediately after the change is executed Share a detailed PIR/FCR report with all the relevant stakeholders Supporting development of communications relevant to change initiatives. Ensure E2E communications with the Customer across the Change lifecycle
about you
knowledge and abilities
A solid understanding of the change process & ITIL best practices Experience and knowledge of change management & MSI principles, methodologies and tools Exceptional communication skills, both written and verbal Strong driving skills – demonstrate authoritativeness Ability to clearly articulate messages to a variety of audiences Flexible and adaptable; able to work in ambiguous situations Problem solving and root cause identification skills with a holistic approach Able to work effectively at all levels in an organization Must be a team player and able to work collaboratively with and through others Analytical mindset and critical thinking
additional information
education, qualifications, and certifications
Degree in telecommunications –
CCNA certification preferred
ITIL certification is highly preferred
SIAM certification preferred
Experience
8 to 12 years of experience in the specified local telecommunications area.
Customer facing/handling skills.
Prior service management experience, changes & incidents as major.
Should be familiar with the project management approach.
contract
Regular