BT Global - Senior Associate - Change Management (4-6 yrs)

Our Visions :

Through commitment to people, systems, and technology, we lead the way in providing value to our customers and positive impact to their customers by delivering the best Change Management governance. Vision for Change Management has the following objectives :

- Maximise the number of successful service and product changes by ensuring risks have been properly assessed, authorising changes to proceed, and managing the schedule.

- To enable changes to the live environment through authorisation in a holistic, controlled, and proportionate manner dependent on risk.

- To facilitate the identification and authorisation of risks related to deployments in the live environment to ensure all changes are implemented, balancing agility and control.

- All production change will be appropriately approved - in accordance with the latest ITIL V4 best practice and operational compliance requirements - with full and detailed impact analysis being automated across platform, product, and service to ensure accurate service impact capability. Resulting in timely and accurate notifications to our customers, thus driving greater customer experience.

Value to BT :

Change Management aims to maximise the number of successful IT changes by ensuring that risks have been adequately assessed, authorised, and safely deployed into live environments, limiting unintentional impact to our customers.

Tenure : Relevant Change Management Exp : 3+ years.

Key Responsibility :

- Owns the change Request for its lifecycle end to end.

- Has autonomy over the Agile Governance of the change Request.

- Follows ITIL latest framework.

- Dealing variety of queries from all levels of management within BT Group.

- CM should act as change control board and Agile governance techniques.

- Liaise with the other teams within BT to ensure the correct ownership of customers on the system.

- Coordinate with other departments across BT to arrange access into customer premises for BT engineers.

- Should be able to work on BT and customer tools.

- Ensure operational procedures are in place, maintained and followed as appropriate.

- Validate the RFC form with Build, Test, impact assessment and Roll back plan.

- Pre-Check all the supporting document and seek technical validation.

- Drive changes request in Internal/External CAB for approval.

- Well Versed with Emergency change process.

- Should know planned maintenance process and handling of 3rd party suppliers.

- Should be able to chair the CABs

- Should be assertive in his/her approach.

- Produce regular management reports.

- Should be able to work in shifts 24x7.

- The Change Management- Professional should also keep good relationship internally with Marker Unit members and Project Teams & the Customer.

- Should be able to provide reporting requirements.

- Should adhere to delivery RFT.

- Prevent any un-authorised activity in the environment.

- Communicate and coordinate with concerned parties.

- Get PIR done on all failed change, review all upcoming changes requesters.

- Keep change record up to date with the most recent status possible.

- Follow up with PM & Respective teams (day of change).

- Follow up with customer/requester after the completion of change.

- Ask customer to test the change and provide UAT.

- Update the inventory associated with a given change or work with inventory team to process asset forms

- Good communication skills, both verbal and writing

- Works well with various parts of the business

- Understands the needs for quality gates for validating a Change activity.

Skill Requirements :

Must Have :

- Science/Technical Graduation or Post-Graduation.

- ITIL V4 Foundation Certified.

- Technical knowledge of data networks, security, and cloud.

- Competent user of Microsoft Office Tools.

- Relevant experience within a Customer Infrastructure Service and Telecom.

- Strong customer empathy and understanding of business impact.

- Commercial and business awareness.

- Team player.

- Internal and external customer focus.

- Self-motivated.

- Excellent oral and written English skills.

- Articulate and accurate in data entry.

- Self-management and personal development.

- Problem-solving and decision-making skills.

- Professional/technical insight.

- Understanding of global time zones and working/non-working hours.

- Excellent time management skills.

- Flexible working 24x7.

- Good geographical knowledge of global contracts.

Could Have :

- Team managerial skills.

- Basic understanding of another European language (German, French, or Swedish).