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IT CMSI (CHANGE MANAGEMENT)

Date: 04-Oct-2020

Location: Petaling Jaya, MY

Company: Celcom Axiata Berhad

Job Description

JOB PURPOSE:

Plan, lead and manage the impact of new or upgraded IT systems and projects or any changes to the production systems is managed in an effective way to ensure the successful delivery of desired business outcomes and SLA and KPI are met. The IT change manager will work with the change agents to support and guide them through the required steps to implement systems related change and help to articulate the way in which changes will affect the users on a day-to-day basis.

ACCOUNTABILITIES /KEY RESPONSIBILITIES:

  • Monitor log and allocate a priority, in collaboration with the initiator, to all RFCs. Reject any RFCs that are totally impractical.
  • Produce all Request for Changes (RFCs) for Technical Advisory Committee (TAC) and Change Advisory Committee (CAC) meeting, issues an agenda and circulates all requests for changes to TAC and CAC members in advance of meetings to allow prior consideration.
  • Negotiate with TAC/CAC members will come to which meetings, who gets specific RFCs depending on the nature of the RFC
  • Evaluate and manage any urgent changes if any acceptable changes, either alone or after a TAC/CAC or ETAC/ECAC has taken place to ensure no failure 
  • Plans the changes schedules in accordance with local festive calendar to avoid changes during festive season and Issues change schedules and change freeze schedules.
  • Negotiate with all necessary parties to verify change testing status prior to implementation into production, in accordance with change management process and schedules.
  • Monitor the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
  • Lead and reviews all outstanding/delayed RFC from users and makes a decision to accept/reject the RFC.
  • Produce analysis of change records to determine the change progression trends in terms of success, failure and abandoned changes.
  • Produces regular management reports for management review and ensure to escalate any major issues/concerns/failures.
  • Manage any breaches in change process by any team within organization or by any vendor / partner.

 

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

QUALIFICATIONS:

  • Bachelor’s degree in the field of business administration, organizational development, or computer science, and 5 years related work experience.
  • ITIL Foundation certification in service management required.

EXPERIENCE:

  • Years of Experience:

5 - 10

  • Preferable Previous Work Background:

Experience in software development and operation division.

ITIL related

  • Preferable Previous Work Industry:
  • Information Technology 

 

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS:

Knowledge &  Skills:

  • Team leadership –
    • To manage the overall changes of all units within the group IT.
    • Ability to work at all levels and with multiple management levels in an organization.
  • Teamwork –
    • Ensuring all units/teams work as a group to achieve objectives set forth for the changes required.
  • Communication skills –
    • Able to express ideas facts clearly and concisely.
    • Able to document change control procedures in a user-friendly language.
  • Accuracy –
    • Identifying key information in RFC with provision of correct and adequate details for the change.
    • Proven experience with change management practices, process flow analysis and methodology development.
  • Customer oriented –
    • Has detailed understanding and responds to Change request promptly and accurately to ensure no/minimal customer impact.
  • Analytical & business thinking
    • In understanding the changes to ascertain the business stability. 
    • Able to efficiently create change strategies that are flexible to the organization and in line with industry best practices like ITIL to suit day-to-day business needs.

Technical skills

  • Well versed and knowledgeable in hardware, DB, software and Celcom Products.
  • Working knowledge of server-base, distributed, Web, storage, telecommunication, and development environments and processes
  • ITIL V3F certified is a Must in order to be aligned with industry standards.


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