Change Coordinator

6 months ago

Bengaluru, India Eurofins Full time

Job Description

Middleware and Databases – Manager’s assistant

In order to be stronger in our operation part we are looking for a manager’s assistant in Middleware and databases topics. Inside the CoC Database team, you will work in an international context on the maintenance in operational condition and deployment of the database servers for which we are responsible.

Your role is mainly to assure that our change or delivery requests are properly delivered on time or communicate with customer to inform about additional days due to technical blockers. In addition, you act as change planner about manual changes or requests filling the team change calendar. You work to create or update Processes document closely with Team manager to help the team to work and manage on time our customer requests.

Work using ticketing tool (Service Now) adding all required information for on-time delivery. Communicate with customers to request information, share information with them or define a priority. Daily follow-up of Estimated Time of Arrival of requests. Daily follow-up of priority of ticketing queue. Plan request once tickets are assessed by experts. Plan production base migrations according to the outcome of discussions with the business. Ensure and maintain the rotation schedule for migrations requiring production downtime. As far as possible, use the different shifts of the operational teams to avoid night shifts. Ensure that no tickets are forgotten or not visible from our execution dashboards. Use customer contact information in our CMDB (update if needed). Work each year about customer satisfaction analysis creating, publishing, and analyzing Net Promoter Score.

Qualifications

ITIL certified or equivalent significant experience. Strong organizational skills. Strong customer oriented. Very reactive and dynamic. Ability to listen, gather and understand information about people and situations, quickly. Excellent attention to detail and quality. Global company experience. Experienced working globally for multinational teams. Communication and team player ability. Systems Thinking - the ability to see how parts interact with the whole (big-picture thinking). Proven experience of acting in infrastructure/operations/project teams. Service Now usage experience.

Qualifications

Additional Information

Language skills and expected level:

Fluent English required.

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