Change and Project Manager

1 semana atrás

Rio de Janeiro, Rio de Janeiro, Brasil Orange Business Services Tempo inteiro
About the Role

As a Change and Project Manager at Orange Business Services, you will play a key role in delivering all moves, adds, and changes on customer network connections. You will perform technical feasibility studies and end-to-end change management by coordinating with internal specialist teams.

Responsibilities
  • Assess requests for change that originate from incident management, problem management, release management, or continuity management.
  • Validate and classify the change request according to its complexity defined in the Change catalogue.
  • Register changes as needed to handle requests for change or receives change requests from other change initiators.
  • Determine the risk and impact for requested changes.
  • Prepare implementation plans by creating tasks.
  • Coordinate and implement simple and standard change requests on the multidomain.
  • Liaise with the correct entity/provider to get complex changes implemented in agreed time as per SLA with Customer.
  • Monitor the progress of changes.
  • Monitor and report quality of first-time right, on-time change implementation.
  • Ensure and monitor delivery of change implementation within agreed lead times.
  • Perform pre-checks before the change window time.
  • Guide the field Engineer for all scheduled change activities.
  • Perform post-implementation review.
  • Check with the customer that his application is running with no problems.
  • Send success report to all involved entities after completing the change.
  • Document the entire process in a database (CMDB) that all stakeholders can access.
  • Manage Project and bulk change requests using standard process and procedures.
  • Assess, prioritize, respond, and report on time for expedite requests.
  • Contribute to the continuous learning of the team by taking initiatives to drive trainings.
  • Act as coach to newcomers.
  • Participate actively in knowledge sharing.
  • Maintain the change management process and ensure it is readily available.
  • Contribute actively to the expert community.
  • Set up labs and innovative training methods to develop team members.
  • On Call Duty
About You

We are looking for a bilingual (English and French) IT proficient individual with good knowledge of TCP/OSI model and protocols. You should be familiar with network components (Routers, Layer 2 and layer 3 switches, Access Points, Next Generation Firewalls, Endpoints, Servers etc) and IPv4 addressing and subnetting. Knowledge of IPv6 address types, routing table interpretation, switching techniques, and L2 protocols is also required. You should be conversant with MS Office Software Suite: Word, Excel, Outlook etc.

We are looking for someone with good communication skills, excellent customer-facing skills, and excellent troubleshooting and analytical skills. You should be able to work under pressure, multitask, and be proactive, self-motivated, and determined. A minimum degree in IT or Telecommunications is required, and ITIL V3 or V4 Foundation, CCNA, and Security Certification are desirable.

Experience

We are looking for an individual with 2 years of experience as an IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 1 year in a similar role.

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