Description
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/process
Risk & 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 changes
Change Planning & Documentation
Ensure complete documentation of R&I assessment, Implementation/Rollback, Test plans & end-to-end communication
Effective change planning
Change audit compliance
Effective KEDB
CAB & 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 ECB
Decision-making empowered for GO/NO-GO
Effective change approval process
Effective change control & governance
Change 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 the 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 B.tech or equivalent
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.
Department Global Delivery & Operations
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