Change Control Manager
Current• Managing the planning, scheduling and assignment of complex customer changes as part of the Change team at Claranet. This includes assessing the technical complexity of a customer’s change request with a senior engineer, ensuring that appropriate fields such as implementation and test plan have sufficient detail and that customers have provided an adequate window and contacts for testing purposes etc.• Responsible for the Internal Customer CAB process. Including reporting on active change requests, bi weekly meetings to oversee the flow of changes within the team and to ensure SLA’s and customer needs are being met.• Attend client CAB meetings for larger customers to manage expectations in terms of resourcing and scheduling and ensure appropriate focus is provided by the Change engineers.• Attend Infrastructure CAB meetings (covering for my Manager where necessary) for awareness of upcoming core network changes that could affect customer environments.• Managing large scale projects which includes vulnerability patching and infrastructure upgrades that affect multiple (50+) customers. Coordinating staff across various Support teams and managing Customer communication and expectations.• Liaising with Service and Account Management teams to help provide an excellent customer experience. Attending customer meetings/workshops to gain a good understanding of customers business needs and to advise where Change management can help manage their requests during busy periods, ensuring any requests are assessed in terms of risk, would not adversely affect their environments and that Claranet teams are aware of the increased focus on stability.• Assisting the Manager of the Change team with the day to day running of the London based team, including redistributing workload to cover for staff holidays, providing extra focus on engineers to maintain SLA’s and to generally prioritize workload where necessary.
