CHANGE MANAGER CUSTOMER OPERATIONAL CENTER

AREA DESCRIPTION:

The Change Management Area has overall responsibility for managing the Change Management Process. As such, it provides a single point of contact for changes to customer production environment and is responsible for all change functions within the different Telefonica supporting groups, providers and the requesting customer.

MISSION:

Understand and validate different technical solutions within the scope VPN-MPLS, Internet, SDWAN, Ethernet, WAN2CLOUD, LAN and WirelessLAN. Technical support for the change management team of the mentioned services. 

MAIN DUTIES & RESPONSIBILITIES: 

• Review all the technical requirements for the changes and understand what the customer is asking for;
• Implement the changes and/or configurations based on the customer requests;
• Daily follow-up and tracking of changes received by the SMC and the current status of implementation;
• Receive, log and allocate a priority, in collaboration with the initiator, tall RFCs;
• Reject any RFCs that are totally impractical;
• Represent, if necesssary, Change Management team at CAB and CAB/EC meetings;
• After consideration of the advice given by the CAB or CAB/EC, authorize acceptable Changes;
• Coordinate with all necessary parties to perform Change testing and implementation, in accordance with schedules;
• Update the Change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality;
• Review all implemented Changes to ensure that they have met their objectives. Refer back any that have been rolled back or have failed;
• Review all outstanding Requests For Change (RFC) awaiting consideration or awaiting action;
• Close all RFCs;
• Update CMBD with changes implemented;
• Follow network changes through the Change Management Process;
• Manage and ensure customer satisfaction indicators;
• Manage and keep track of overall SLA compliance benchmarked against commitments with Telefonica customers;
• The Change Management Expert will ensure that strict change Management is followed and carried out successfully focused on the technical part of the process;
• The Change Management Expert will implement, supervise and coordinate the Change and Release to the production environment and notify customer when changes are implemented and confirm that the change fulfills customer requests and expectations;
• The Change Managegment Expert, if necessary, will produce weekly and monthly technical reports to track the workload and SLA compliance of the changes implemented during any given month. If deviations from SLAs are identified, the Change Coordinator will be responsible for identifying where the deviations are occurring and define Service Improvements plans to bring the value on track;

Required Skills

• Knowledge of telecommunications concepts, including VPN MPLS, LAN, SDLAN, WAN, SDWAN and wireless network deployed on different technologies (Cisco, Meraki, Aruba, Viptela, etc.);
• Proficiency in the use of Data Analysis tools, including Microsoft Excel, Access PowerPoint and SQL databases.-Knowledge of telecommunications; infrastructure, equipment, telecom networks (Cisco, Juniper, etc.), hosting and managed services, OSI Model;
• IT Service Management Methodologies (ITSM);
• ITIL - IT Service Management Methodologies (ITSM);
• Data analysis and reporting;
• Understanding and meeting customer needs;
• Effective communication;
• Interpersonal networking;
• Demonstrated experience in managing a metrics driven organization with demonstrated continuous improvement;
• Analytical thinking;
• Solution seeking;
• Customer focus;
• Bilingual, English and Spanish. Portuguese a plus;

Experience

• More than 5 years of experience in similar positions.

• Good understanding of Network Operations and Customer Service environments including Service Level Agreements (SLA) and contractual obligations driven by the Service level Agreement contracts.

• Demonstrated experience in the activities and functions described for at least one year within Telecommunications companies.

• Demonstrated experience in previous work in large companies with international and multicultural environments.

• Computer Engineering, Telecommunications or similar.

When you join Telefónica

You join almost 100 years of history, a team of 106 nationalities present in more than 35 countries. You join a team that works to connect people wherever they are, without borders. A team that is leading the digital revolution with the hope of the first day in all our businesses, creating the best digital ecosystem for our clients: Network, IoT, Cloud, Cybersecurity, Innovation, etc. At Telefónica you have everything you need to create the best version of yourself. We need people like you to join this great challenge, who want to create the Telefónica of tomorrow.


At Telefónica we are committed to new ways of working and are leaders in the implementation of Digital Disconnection under the principle “Disconnect to Reconnect”.

You join a company whose activity is governed by its ethical code, Our Responsible Business Principles. We are looking for people who identify with them, who help us make decisions based on integrity, commitment and transparency and who are committed to ethical management, promoting fairer and more sustainable social and environmental development.


#WeAreDiverse

We are convinced that diverse and inclusive teams are more innovative, transformative and achieve better results. For this reason, we promote and guarantee the inclusion of all people regardless of gender, age, sexual orientation and identity, culture, disability or any other personal condition.