Apply a structured methodology and lead change management activitiesLeverage a change management methodology, process and tools to create a strategy to support adoption of the changes required by a project or initiative.Support communication effortsEnable the design, development, delivery and management of key communications.Assess the change impactConduct impact analyses, assess change readiness, and identify key stakeholders.Support training effortsProvide input, document requirements, and support the design and delivery of training programs.Additional responsibilities:Incident management Complete change management assessmentsIdentify, analyze and prepare risk mitigation tacticsIdentify and manage anticipated and persistent resistanceConsult and coach project teamsCreate actionable deliverables for the core change management plans: Sponsor Plan, People Manager Plan, Communications Plan, and Training PlanCreate actionable deliverables for any required "Extend" plans, such as the Resistance Management PlanSupport and engage senior leadersCoach people managers and supervisorsSupport organizational design and definition of roles and responsibilitiesCoordinate efforts with other specialistsIntegrate change management activities into the project planEvaluate and ensure user readinessManage stakeholdersTrack and report issuesDefine and measure success metrics and monitor change progressSupport change management at the organizational levelManage the change portfolio

To support, monitor and maintain TE Data’s solution, scheduled jobs and TE Data services, system logs and activity through available tools on all servers (Mail servers (postfix-MS Exchange), DNS, RADIUS, DB, LDAP, SBR, QPS and web-host servers, CPanel and Plesk hosting)• Support, monitor, install and maintains servers different platforms and configurations.• Performs basic monitoring, troubleshooting and repair of all aspects of services, servers, operating systems and hardware • Provides second-line support for issues raised by other TE Data teams (Call Center, Enterprise, NOC)•Monitoring servers which hosted by customers inside our Data Center and troubleshootingAny service running on it•Talking full responsibility of the Data Center operations and doing the necessary proceduresNeeded to solve any problems.•Handle all requests related to domain names (register new domains, transferring andComplete all web hosting steps and troubleshooting)•Troubleshoot TE Data systems problems that related to our servers (UNIX, Linux andWindows)•Monitor and troubleshoot the scheduled backups•Knowledge of facility infrastructures including, but not limited to, UPSs, PDUs, computer room air-conditioning, data cabling and WAN communication, backup generators, batteries and building security systems and safety.•Maintains expert knowledge on servers and blades (IBM, HP, and Dell) and network components.•Provides notifications, escalations, status updates, and problem reporting as required• Uses strong troubleshooting skills in isolating and solving problems• To monitor and ensure optimal performance of data center facility.

To make outbound calls for all customer complaints [Tickets] sent form 1st level support team before escalating cases to the responsible team and make another follow-up call after the responsible team update case. To validate all steps taking by 1st level and Xceed team. To report with any violation occurred from for any technical departments. To report to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users. To provide training to 1st level & 2nd new comers. Responsible for all OTS mails [outage taking system mails] sent by NOC team. To be responsible for add & editing on main tools viewed by all technical support representatives To suspect global problems from tickets & escalate them to responsible team with full details. To establishing and maintain rapport with customers. To use questioning techniques to guide call. To obtain information from customers in order required. To diffuse volatile situations. To manage call flow in conjunction with navigating screens. To deliver messages effectively. To recognize challenges due to diversity, e.g. language barriers. To give full attention to customer. To confirm understanding by paraphrasing, repeating or reframing what has been said. To keep message clear and concise. To adjust voice and style to engage a customer, e.g., pronunciation, rate, tone and word choice. To ensure reports are accurate and sufficiently detailed, e.g., document content of call. To use appropriate writing style for purpose and audience.