Change management desk - specialist - All Locations

Job Purpose:

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. For IPVPN & Enterprise Telephony Customers implement the simple changes & get the complex changes activated in agreed time as per SLA with Customer.

• To classify the change request according to its complexity defined in the Change catalogue
• Validate data for each change request
• Liaises with different entities to get the change activated in agreed time as per SLA with Customer
• To act as the SPOC for the customer till change request is activated
• To communicate the results to the customer and closes the case
• Monitor and report quality of first time right, on-time change implementation
• Ensure and monitor delivery of change implementation within customer agreed down time
• Project manage bulk & complex migrations using standard process and procedures
• Assess, prioritize, respond and report on time for expedite requests
• Willing to work in 24x7 environment

Educational Qualifications

• Engineering, Telecommunications or Computer Science or any Professional degree

Relevant Experience

• 1-3 year of Experience in Frame-relay/ATM/IP technologies.
• Experience in IPT/VOIP services is a plus

Desired skills/knowledge :

• Should have high-level knowledge of Layer 1,2 and 3 OSI level troubleshooting skills.
• CCNA Voice certification
• Understanding of networking technology and systems utilized in global WAN and LAN Business to business communications and IT systems environment.
• Knowledge of protocol, systems, communications interface, circuit knowledge and network problem determination skills
• Good interpersonal & knowledge of written/spoken English language
• Good time management, and organizational skills.
• Ability to work under pressure to deal with multiple tasks.
• Ability to provide exemplary customer focused support in a fast paced environment.
• Willingness to learn and expand knowledge with strong focus on Technical/soft skills.
• Team work, uses a team approach to solve problem when appropriate.