HCLTech
Location
Chennai | India
Job description
Job Description (Posting).
Change Manager The Change Manager administers the Change Management process when an IT service is affected by the addition, modification, or removal of an asset that is ordered by a Request for Change (RFC). The primary objective is to enable changes from a RFC to be transitioned into production with minimal risk, and without unplanned disruption to a Customer s IT services. The Change Manager will oversee the implementation, effectiveness of, and adherence to the documented change management process. 1.2.1 Responsibilities include: Manage all incoming Request for Change ( RFC ) accepting, reviewing, rejecting and allocating RFC documented tracking numbers Tracking the RFC throughout its life in order to ensure that progress is recorded and recorded against change process milestones and Customer agreed Service Level Agreements (SLAs) in accordance with Schedule H of GSOW Ensure change requests as required under the specific Customer change management process for the Customer Change Advisory Board (CAB) meetings Participate actively and represent changes in CAB sessions Have a high-level understanding of, and be able to communicate what the change is intended to accomplish Partner with Verizon Project Managers and/or Engineers throughout the lifecycle of the change Oversee the approved change build, test and implementation processes to ensure activities are appropriately resourced and completed according to the approved change schedule Validate that testing is performed prior to release Document and deliver a risk assessment for any change to be introduced without being fully tested Manage the change implementation schedule, ensuring compliance with the Customer Change Freeze schedule Monitor changes thru completion Perform Change Management quality reviews & deliver performance reporting Identify opportunities that will drive improvements in the Change Management process Work within Customer tools / systems as contractually required (ServiceNow for example) Follow Verizon and Customer processes to execute emergency changes when required Excellent communicator at all levels towards Customers, and internal stakeholders 1.2.2 Skills and Qualifications ITIL Foundation certification with ability to apply process knowledge Strong complex-problem solving skills Ability to interface with and influence cross functional stakeholders Analytical mindset with deductive reasoning and tolerance to ambiguity Identify risk areas, and areas where process improvements are required Knowledge of networking technologies (e.g. IP, LAN, WAN, Firewall, VPN, SDWAN, WLAN, etc.) Demonstrated computer skills with ability to effectively use both Microsoft and Google suites of products (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. Qualification B-Tech No. of Positions 1 Skill (Primary) Project Management Skills (ERS)-Project Management-Project Change Management Auto req ID 1335155BRJob tags
Salary
