CTC005920 - Change and Deployment Coordinator & Problem Management

Secteur industriel: Telecommunications

Type d'emploi: Contract

Durée:

Mode de travail: On Site

Description

IMPORTANT

Candidate will eventually be located in Toronto. For now, due to COVID-19, candidate will work from home

The top 3 qualifications are:

Change, Release and Deployment Management.

Problem Management.

Past experience with Change, Release Coordination and Problem Management.

The Change and Deployment Coordinator is responsible for ensuring all required changes are managed and deployed successfully into production

The individual will report to the Senior Manager, IT Services.

Plans and coordinates the deployment of releases in conjunction with Service Design Management Analyst, IT Operations, Development/Testing and Knowledge Management teams

Provides technical guidance and support throughout the release process including managing known errors, early life support issues and workarounds

Owns the standard deployment procedures and any related continuous service improvement actions

Receives, logs and prioritizes, in collaboration with the initiator, all change requests (RFCs)

Chairs all internal CAB (Change Advisory Board) meetings, issues the agenda and coordinates with all change stakeholders the tasks required to build, test and implement changes

Authorizes acceptable changes after advice given by the CAB

Issues change schedules via the Service Centre

Coordinates the release of documentation and communications

Develops documents and publishes Change and Release Management standards, Change and Release Management plans and procedures, ensuring that these documents are update, as and when appropriate.

The 'Must Haves'...

Experience and knowledge as follows:

Experience working in an IT Operations and ERP environment in the telecommunications industry

Project management experience, 1 – 3 years, using MS Project

Technical understanding of the SDLC, including development, quality assurance, knowledge management, testing, release and deployment, early life support

Technical understanding of IT Operations including Service Desk, Problem Management, Data Centre, and Network Management practices

Working knowledge of ITIL Best Practices with minimum certification of foundation in Version 3

Ability to coordinate overnight implementation schedules

General skills

Excellent communication, writing and planning skills required.

Ability to work independently with minimal supervision

Excellent problem-solving and analysis skills

What else are we looking for from you...?

Experience and knowledge as follows:

Applications

Experience in an IT operations environment in the telecommunications industry

Experience with ITIL incident and problem management processes and tools

Ability to coordinate overnight implementation schedules

Problem Analyst

The Problem Analyst is responsible for investigating and identifying production problems and coordinating and tracking activities required to resolve the problems affecting Wireless including Virgin Mobile's integrated systems and applications.

The individual will report to the Senior Manager, IT Operations and will work closely with the service desk and second-level and third-level support teams to ensure that the delivery of IT services meets or exceeds the agreed-upon levels of service.The position will involve the coordination and the cooperation with other IT and business personnel to identify and resolve problems.

Identify, analyze, and resolve problems within Wireless including Virgin Mobile’s integrated systems and applications, escalating to second-level and third-level support as required.

Identify root causes, trends, and potential sources of problems and provide short-term, work-around solutions.

Document activities and provide updates as part of the problem management process.

Continually work to improve management processes, practices, and tools.

Work alongside Mobility team to integrate a common problem management approach.

The 'Must Haves'...

Experience and knowledge as follows:

Experience supporting applications in a Java/J2EE, Oracle and Linux environment

Demonstrated experience troubleshooting integrated enterprise systems and applications

Knowledge of IT Development, QA, and Operations organizations and procedures

Familiar with HP SM or other similar management tools

Experience with Virgin IT application implementations (e.g. DW, PeopleSoft CRM) an asset