Change Management – Senior Associate
Job Req ID: 10522
Posting Date: 03-Feb-2023
Function: Customer Service
Location:
9th & 10th Flr, Gurugram Info , Gurugram, India
Salary: Competitive
About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here aboutwhat it’s like to work at BT (https://www.btplc.com/Careercentre/lifeatbt/index.htm) .
Purpose of the role
The overall objective of the Change Management- Senior Associate is to lead and manage network changes into the BT systems/customer system (if required) after the consent of customer and BT internal teams. The Change Management- Senior Associate is policing all changes applied to the network, change management process compliance is essential, there must be no exceptions. Cab approvals, queue management, overall contract Change Management- Senior Associate (technical).
Responsibility
Tenure:
• Relevant Change Management Exp: 3+ years.
• Total Experience 4 – 7 years.
Key Responsibility:
• Owns the change ticket from the time it is raised through closure.
• Has autonomy over the management of the change and escalates as needed
• Follows ITIL framework.
• Dealing with a variety of queries from all levels of management within BT Global Services.
• CM should act as change control team and takes changes from end to end.
• Liaise with the other teams within BTGS 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.
• Check all the supporting document and get technical validation form TDA or NOC team.
• Take changes to Internal/External CAB for approval.
• Should Know Emergency change process.
• Should know planned maintenance process and handling of 3rd party suppliers.
• Should be able to chair the CAB’s
• Should be assertive in his/her approach.
• Produce regular management reports
• Should be able to work in shifts.
• The Senior Change Manager 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 through the change process.
• Get PIR done on all failed change, view all upcoming changes and review with 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.
• 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 gate
Who is the BT Group
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
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