Change Manager

What You’ll Do

All CMS team members are encouraged to contribute in the following areas:

- Understand and meet customer agreements (SLO/SLA/commitments)
- Follow and participate in the improvement of established team processes
- Identify and implement cost reduction measures
- Accountable for following established team processes
- Understand ITIL framework (Event, Incident, Change & Problem Management)
- Collaborate with peers and multi-functional teams
- Maintaining knowledge required to perform the role efficiently
- Participate in regular synch ups
- Actively share/develop innovation and automation for continued improvement

Specific to the role of Change Manager, responsibilities may include:

- Engage directly with senior engineers and service delivery managers to deploy in their customer environments
- Ensure all team members follow the process in the testing and deployment of patches, upgrades, and new hardware and software
- Balance the schedule of activities in the environment to ensure no conflicts between release teams.
- Reviews the technical details of changes planned, providing first-line defense against improper change activities
- Makes recommendations around continual service improvements related to change management activities
- Motivates changes to process and procedures to speed deployment while protecting the customer environment
- Ensures that resources conduct the four phases of the upgrade across our window (pre-checks, upgrade, post-checks, remediation). Resources will also conduct pre
- & post-checks as part of the change validation engineering efforts

Who You’ll Work With

Who You Are

You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a standout colleague. Protecting customer environments is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors. You have a good understanding of the fundamentals of Change Management.

**Requirements**:

- Must be fluent in English and Spanish.
- AA/BA in a technical field.
- 3-5 years of confirmed experience in** Change Management** roles while acting as a liaison with external/internal customers.
- ITIL knowledge/experience.
- Proven experience with Incident definitions, Change requests, Project Management/Coordination, and Managed Services.
- Exposure to Cisco security products either directly or via prior Change Management roles
- Experience in a Network Operations Center or Technical Assistance Center is a plus.
- Excellent verbal & written communication skills.

Desired Skills
- Good interpersonal skills
- Ability to prioritize feature work while handling customer commitments
- You have a strong written/verbal communications skills
- Good interpersonal and partnership skills
- You can work independently with mínimal supervision
- Any exposure to or experience with the following product and technology skills is a plus but not essential to the job as Change Manager:

- Good understanding of the TCP/IP protocol suite.
- Knowledge of Cisco Product family - Routers, Switches, etc.

**Why Cisco?**

WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off y