Department: Operations
Location: Kenya
Job Objective
As a Change Control Coordinator, you will play a key role in facilitating change processes, analysing service impacts and coordinating with both clients and suppliers while maintaining accurate records, ensuring elevated levels of service continuity and client satisfaction. Must have experience in the telecom industry, with a solid understanding of Change Management processes and risk assessment for both internal and external network changes.
Key Duties & Responsibilities
- Participate in weekly Change Advisory Board (CAB) meetings, advising and assisting in strategic decision-making
- Conduct service impact analysis for changes, manage change notifications to clients and create/manage tickets in NetSuite
- Schedule change preparation meetings and conduct lessons learned reviews post-change to ensure continuous service improvement
- Interface with clients and suppliers for both scheduled and emergency engineering work to ensure high client satisfaction, requiring strong interpersonal and communication skills
- Actively take the lead on initiatives to enhance efficiency within the department and across the company, embracing a forward-thinking, solution-oriented mindset
- Assist with the creation of ad hoc reports as requested by the Change Manager
- Manage both internal and external change requests, coordinating closely with NOC Engineers and remaining flexible for night and weekend calls when the need arises
- Identify and escalate service concerns to the Change Manager
- Maintain accurate records, assist in auditing and data cleansing and prepare ad hoc reports as requested
- Create and manage change tickets on NetSuite
- Ability to prioritise and manage multiple changes in a fast-paced environment, ensuring minimal disruption to services
Minimum Qualifications
- Bachelor’s degree in engineering or IT or equivalent
- Professional certifications – CCMP, CCNA/JNCIA, ITIL
Experience & Skills
- Requires a minimum of 3 years in telecom, focusing on Change Management or similar roles, suggesting familiarity with industry-specific change management processes and workflows
- Knowledge of key telecom technologies and platforms, including Fibre, DWDM, OTN, SDH and networking technologies like Ethernet and IP/MPLS, indicating a solid foundation in telecom infrastructure
- Expert knowledge in at least one CRM system, with a preference for experience in This points to familiarity with client relationship management software to enhance customer service and business operations
- Strong communication and soft skills are emphasised, particularly the ability to effectively, synthesise information and communicate it concisely with clients
- Demonstrates capability in managing multiple priorities and addressing challenges in a fast- paced environment, essential for handling the dynamic demands of telecom projects
- Proficient in Excel with strong analytical abilities to handle complex data from multiple sources. Accuracy and attention to detail suggest a high standard of work quality
- Strong relationship builder with client focus, integrity and honesty
- Shows decisiveness, confidence and strategic thinking, with excellent change analysis skills for navigating complex situations and making sound decisions
- Excellent communicator in English with a natural ability to engage with people and a willingness to handle a flexible schedule, including nights and weekends when needed
Attributes
- Client focused, relationship builder
- Integrity, honest with high ethical standards
- Boundless, passionate and flexible
- Personal excellence, accuracy and attention to detail
- Collaborative, achieve results through teamwork and partnerships
How to apply
Interested candidates are encouraged to apply by submitting their updated CV including three referees. The deadline for application is on or before 12 November 2024. Applications should be sent to applications@wiocc.net indicating the job position in the Subject Line.
