- Ensure that the Transitional Processes (Change Management, Release and Deployment Management, and Configuration Management) are complied with and executed appropriately- Provide guidance/training on process and tools to stakeholders- Continuous monitoring and analysis of improvement opportunities to enhance efficiency and effectiveness of processes- Chair Change Advisory Board meetings- Ensure timely and accurate notification of Planned Work

- Ensure that standardised methods and procedures are used for efficient and prompt handling of change requests to minimise impact of change related incidents on service quality- Record, provide change permit number, tracking and coordination of all changes in the live environment across all Core network and services delivered as per service reliability objectives- Ensure that all change requests have the necessary information and are scheduled to allow for contractual SLAs- Reviewing the Change Management process for efficiency and effectiveness

- Ensure timely and accurate notification of Planned Work- Liaise with Account Managers and Change Management as required- Produce and maintain accurate and up-to-date Customer Database- Attend and take active part of internal Change Advisory Board meetings- Produce regular and accurate management reporting- Improve efficiency and effectiveness of the notification process and customer service standards

- Notifying all TelstraClear Premium and Select Customers of any impacting Planned Network Changes- Liaising with Account Managers and Change Management to support the TelstraClear change management process- Along with the Operations Manager, represent Customer Help on the Change Advisory Board- Weekly and monthly reporting for all unplanned outages and impacts to customers and Customer Help

- Fault Management and technical support for products and services- Maintaining customer information in the customer database- Contribute to maintaining current database for FAQ’s, problems, tips and tricks for team and customers- Contributing to ongoing team effectiveness by training and mentoring - Customer Help staff- Meet individual and departmental objectives on a monthly basis