Client Reference Code: 207429
Coordinates and facilitates scheduled network maintenance while enforcing compliance to the policies and procedure of Change Management to minimize risk and exposure to the Charter Network and revenue customers. Coordinates with Field technicians, Network Operations and Engineering to identify the impact and assemble the details necessary to communicate to all departments involved in scheduled maintenance. Prepares detailed reports noting status of the maintenance tickets drives compliance of processes and assesses trending data to improve protocol, implement standards and influence positive behavior.
Actively and consistently support all efforts to simplify and enhance the customer experience
Facilitates the Network Protection Policy with consistent positive guidance and compliance to mitigate risk and exposure to network and revenue customers.
Audits and approves maintenance tickets for accuracy, submittal of required data to meet compliance of Change Management best practices and are designed to improve the stability of the network or provide controlled expansion or addition of services and/or network equipment.
Provides analytic oversight of maintenance tickets to manage and alert to resource or cross service collisions, analyzes the overall impact to customers across a converged network and drives Carrier Class protocol and practices.
Responsible for attending, facilitating and chairing the Change Advisory Board (CAB) calls with respective Stakeholders form Network operations and Field Operations for de-conflicton activity with coordination of effective communication and facilitates in gaining collective approvals, impact and risk assessments for the Regional, Corporate and Enterprise wide change activities to ensure successful execution and completion of maintenance activity.
Recommends efficient and performance management improvement changes to procedures and operations; suggests enhancements to systems used by the Change Control Office and presents proposed solutions and requirements in a detailed format; compiles documentation and training materials and executes scheduled plan to successful completion.
Responsible for the observation, communication and alert with guidance of non-compliance of the Network Protection Policy to drive proactive, preventive maintenance and influence effective and efficient performance management practices.
Tracks and assesses metrics based on trending data, provide reports relative to scheduled maintenance activities on the network with engaged meetings with stakeholders and communication to ensure improved performance and meeting Key Performance Indicators (KPIs).
Responsible for communication and training best practices Change Management to ensure standardization, develop user guides, process documents (internal/external) in a professional and detailed format.
Responsible for project management tool/process development, requirements gathering, stakeholder meetings, UAT and production testing, implementation, training and communication as deemed necessary.
Attends customer calls (internal/external) to represent Change Management, discuss roles and responsibilities, compile required reports and build positive relationships for continued business growth
Acts as leadership and mentoring advocate with team members and with internal and external customer relationships and with all levels of management.
Acts as Project Leader to drive efficiencies within the department as well as the business needs.
Root Cause Analysis /SCI Close Loop Process - Perform investigation of RCAs (outages caused by maintenance) and drive the tracking, actions, auditing with the Verticals of the Prevention of Re-occurrence
Attend Vendor Calls regarding cases/issues
Audit MOP development / develop improvement
Weekly Vendor support & calls – Engaging vendors to close the loop on open RCA action items, develop recommended MOP steps, review previous weeks, customer impacting cases related to maintenance
Partner with NOC on maintenance window operations Call In/Call Out procedures
Tool / Process automation
De-confliction Process (tool automation)
Strong ability to work in a fast paced environment
Strong ability to prioritize, track and manage multiple tasks
Advanced knowledge and competency with Word, Excel and PowerPoint
Advanced competency with tracking and assess metrics
Advanced knowledge of cable and telecommunications products and services
Able to build and manage positive relationships on all levels
Advanced problems solving skills
Strong attention to detail
Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience
RELATED WORK EXPERIENCE:
5 years Network Operations, Change Management (IT/Network), or related field
5 years Experience working in the Tlecommunication/Cable industry
5 years Change Management, ITIL Service Management experience
Certifications: Cisco Network, Microsoft, Six Sigma, ITIL foundation/ITIL Service Management, Business Process Management (BPM) or similar
Job Code : TWCENW380 Change Control Analyst III Exempt