Change Management- Senior Associate

Department: Service Sustainability, Global Change Management Centre of Excellence.

Tenure:

Key Responsibility:

1. Owns the change Request for its lifecycle end to end.
2. Has autonomy over the Agile Governance of the change Request.
3. Follows ITIL latest framework.
4. Dealing variety of queries from all levels of management within BT Group.
5. CM should act as change control board and Agile governance techniques.
6. Liaise with the other teams within BT to ensure the correct ownership of customers on the system.
7. Coordinate with other departments across BT to arrange access into customer premises for BT engineers.
8. Should be able to work on BT and customer tools.
9. Ensure operational procedures are in place, maintained and followed as appropriate.
10. Validate the RFC form with Build, Test, impact assessment and Roll back plan.
11. Pre-Check all the supporting document and seek technical validation.
12. Drive changes request in Internal/External CAB for approval.
13. Well Versed with Emergency change process.
14. Should know planned maintenance process and handling of 3rd party suppliers.
15. Should be able to chair the CABs
16. Should be assertive in his/her approach.
17. Produce regular management reports.
18. Should be able to work in shifts 24x7.
19. The Change Management- Professional should also keep good relationship internally with Marker Unit members and Project Teams & the Customer.
20. Should be able to provide reporting requirements.
21. Should adhere to delivery RFT.
22. Prevent any un-authorised activity in the environment.
23. Communicate and coordinate with concerned parties.
24. Get PIR done on all failed change, review all upcoming changes requesters.
25. Keep change record up to date with the most recent status possible.
26. Follow up with PM & Respective teams (day of change).
27. Follow up with customer/requester after the completion of change.
28. Ask customer to test the change and provide UAT.
29. Update the inventory associated with a given change or work with inventory team to process asset forms
30. Good communication skills, both verbal and writing
31. Works well with various parts of the business
32. Understands the needs for quality gates for validating a Change activity.

Skill Requirements Must Have Could Have Core Job Related competences

* Science/ Technical Graduation, Science/ Technical Post-Graduation.

* ITIL V4 Foundation Certified.

* Technical knowledge of data networks, Security, Cloud etc.

* Very competent user of Microsoft Office Tools.

* Team managerial skills

* Relevant Experienced within a Customer Infrastructure Service and Telecom.

* Must be able to demonstrate strong customer empathy, understand the impact to them as a business.

* Commercial and Business Awareness

* Must be a team player.

* Internal and External customer focused.

* Self-motivated.

* Excellent oral and written English skills.

* A basic understanding of another European language (German, French or Swedish).

* Articulate and accurate in data entry.

* Self-Management and Personal Development

* Problem Solving and decision making

* Professional/Technical insight

* Ability to understand global time zones and working / nonworking hours.

* Excellent time management skills.

* Flexible working 24X7.

* Good geographical knowledge of the Global contracts.