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Change and Project Manager

2 meses atrás

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

We are seeking a highly skilled Change and Project Manager to join our team at Orange Business. As a key member of our IT infrastructure team, you will be responsible for delivering all changes to customer network connections, performing technical feasibility studies, and coordinating with internal specialist teams.

Key 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.
  • 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.
  • Participate in On Call Duty.
Requirements
  • Bilingual - English & French written and spoken.
  • IT Proficient:
    • Good Knowledge on TCP/OSI model and protocols.
    • Knows the functioning of network components (Routers, Layer 2 and layer 3 switches, Access Points, Next Generation Firewalls, Endpoints, Servers etc).
    • Knows IPv4 addressing and subnetting.
    • Knowledge on IPv6 address types.
    • Knows how to interpret components of a routing table.
    • Understands switching techniques and L2 protocols.
    • Understands NAT, NTP, DNS, DHCP, SNMP CONCEPTS.
    • CCNA desirable.
    • ITIL.
    • Good knowledge on Operating Systems - Windows and Linux.
    • Good knowledge on security and network technologies (Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, VeloCloud, AWS), proxy, reverse proxy, Antivirus, Load balancers, VPN etc.
    • Conversant with MS Office Software Suite: Word, Excel, Outlook etc.
  • Knowledge:
    • Knowledge Management Systems.
    • Process and Standards.
    • Support/service Organization.
    • Customer Relationship Management.
  • Abilities:
    • Good communication skills.
    • Excellent customer facing skills.
    • Excellent troubleshooting and analytical skills.
    • Good time management, and organizational skills.
    • Teamwork uses a team approach to solve problem when appropriate.
    • A determination to process tasks according to pre-defined processes is essential.
    • Ability to build relationships with peers and management levels and customers.
    • Proactive, self-motivated, and determined attitude.
    • Tenacity.
    • Flexibility in terms of working hours (24/7).
    • Ability to work under pressure & multi-task.
    • Using a team approach to solve problem when appropriate.
    • Need a willingness to learn and expand knowledge.
  • Minimum degree in IT or Telecommunications.
  • ITIL V3 or V4 Foundation optional.
  • CCNA desirable, CCNP optional.
  • Security Certification optional but desirable.
  • 2 years as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 1 year in a similar role.