Change and Project Manager

**Votre rôle**:
RESPONSIBILITIES
- Be part of D-NSOC of Air Liquide.
- Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end change management by coordinating with internal specialist teams.
- Implement and coordinate the simple and standard changes & get the complex changes activated in agreed time as per SLA with Customer in a bilingual multi domain (WAN/LAN/VeloCloud/SDWAN/SDLAN/Connectivity etc).

Overall description:
Key Tasks and 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 if required Implement simple and standard change requests on the multidomain.

¿ For complex changes liaise with correct entity / provider to get the change 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 the pre-checks before the change window time.

¿ Guide the field Engineer for all scheduled change activities.

¿ Perform the post-implementation review.

¿ Send success report to all involved entities after the completing the change.

¿ Once the change process is completed, the entire process should be documented 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.

¿ Setting up labs and innovative training methods to develop team members.

¿ On Call Duty

**Votre profil**:
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

Experience
2 years as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 1 years in a similar role

**Le plus de l'offre**:
**OBS Petrópolis**:
The benefits of being Orange

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for E