NOC Change Coordinator

Job Description Responsibilities :

• Responsible for day-to-day operational performance.
• To lead the team as one coherent unit and deliver as per SLAs.
• Planning for and ensuring team members’ competence enhancement.
• Ensuring KPI/SLA Fulfilment related to change management.
• Review of Performance Metrics for the shift resources and implementation of Corrective & Preventive actions if required.
• Ensuring high motivation level of team resources.
• Participates in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.
• To be able to interface with Interface with the other organisational entities like FSO, DPO, Projects, 3PP, Customer Support, Customer etc.
• To handle and analyze change request and recommend timely actions to ensure Change management KPI fulfilment.
• Regular follow up on the Change request with relevant departments working on it as per the process.
• Managing War-room from L1 side, creating chronology and initial change reports daily/weekly & monthly.

Authority :

• To plan & ensure CR KPI fulfilment.
• Drive Clash management independently.
• To support and implement processes.
• Authorized to report CR breach incidences.
• To suggest for preventive action for any CR Violation.
• To act as an Incident Manager if required for WAR room.
• Formulate the training requirements for the team.

Requirement Qualification :

• 2 years – 3 years Telecommunication related to Change Manager experience (e.g., understand changes, change planning, govern changes till successful execution).
• 3 years – 5 years Telecommunication/IT related to change execute for any domain Core/RAN/TxN will be an added advantage.
• Qualifications : Min Degree in Electrical Engineering/Telecommunication Engineering/Computer Science/Computer Engineering.

Skills Required :

• Certifications : Any Certification related to Telecom shall be an added advantage.
• Technical and/or functional skills : GSM & CDMA Knowledge, Telecom Service Network, Service Application Characteristics, Implementation & integration of processes. People Management, Interpersonal skills, Customer Relationship Management.
• Leadership skills : People Management, Leader attributes.
• Language skills : Proficiency in Written & Spoken English & Malay.
• Values and behaviours : Honesty, Integrity, Positive Attitude, Ability to handle pressure & work in a tough environment. Knowledge of programming language like SQL, Perl.

Behavior Competencies:

• Customer Focus, Teamwork, Determination.
• Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations.
• Execute swiftly, right first time.
• Accountability – be responsible for impact of your actions, deliver on your commitments.
• Teamwork.
• Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action.
• Use diversity as a strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
• Passion to win, strive for high achievement.
• Courage – Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performance.
• Fluent in written and spoken English.