Change Coordinator

Job Title: Change Coordinator - Code Upgrade & Change Management

Department: Engineering and Operations

Location: Mumbai

Reporting: Manager - Enterprise Network Operations

Job Type: Full Time

Shift: US Shift Hours

• ROLE

• The Change Coordinator is responsible for managing and overseeing all customer-related changes within the GOC team, with a primary focus on code upgrades and adherence to internal change management processes.
• This role ensures that all change activities are planned, documented, reviewed, and coordinated in compliance with both customer governance standards, customer availability and NTTGN internal change policies, NOCCP101.
• The Change Coordinator serves as the central point of contact for change control, code upgrade scheduling, Vendor maintenance, GOC-initiated Maintenance, and CAB participation, ensuring operational consistency and risk mitigation across all assigned customer accounts.
• Change Coordinators must be capable of efficiently planning and executing a high volume of upgrade activities.

• RESPONSIBILITIES

1. Change Coordination & Governance

• Coordinate all customer change requests, maintenance and ensure alignment with internal and customer-specific change management frameworks.
• Plan, track, and oversee all change, maintenance activities across managed environment ensuring minimal disruption to the service which includes working with the Subject Matter Experts (SMEs) and change owners to document the impact assessments for all proposed changes ensuring clarity and completeness
• Represent NTTGN during Customer Change Advisory Board (CAB) meetings to present planned changes, maintenances and gain CAB approvals.
• Maintain complete and accurate documentation for all change activities, maintenances within the NTTGN ticketing system (Siebel) & customer ticketing system (Service-Now, Remedy etc.).

2. Code Upgrade Ownership

• Own the end-to-end coordination of customer code upgrades including planning, scheduling, coordination, validation, post-upgrade review and status update.
• Work with engineering and delivery teams to validate upgrade readiness and confirm backout procedures.
• Ensure that upgrade activities align with customer maintenance windows and service continuity standards.
• Track, report, and analyze code upgrade outcomes.

3. Ticket Queue Management

• Monitor and manage the change ticket, maintenance queues to ensure SLAs are met.
• Assign, prioritize, and follow up on change, maintenance tickets requiring change or release actions.
• Review open change, maintenance tickets for accuracy, completeness, and timely progress updates.
• Follow-up with customer on incident/event tickets in “customer time” upon Manager’s direction
• Escalate risks or delays to appropriate stakeholders to maintain compliance with service targets.

4. Process Compliance & Continuous Improvement

• Enforce compliance with NTTGN internal change control processes NOCCP101 across all technical teams.
• Perform quality checks on sharepoint information, NTTView reporting, device status in NTTGN tools, peer-reviews etc.
• Support internal audits by maintaining accurate change and upgrading documentation.

5. Communication & Stakeholder Engagement

• Serve as the liaison between internal teams, service delivery managers, project managers and customer contacts regarding change activities.
• Provide clear communication on change schedules, approvals, and risks to both internal and external stakeholders.
• Collaborate with cross-functional teams to ensure awareness and readiness for all planned changes.

• TRAINING AND CERTIFICATION

• Beginner level certification on Cisco (CCNA) or Aruba (ACSA) or Juniper (JCNIA).
• ITIL

• EXPERIENCE

• More than 2 years of progressive, relevant experience and proven capability to work in a complex network environment.
• Prior experience and well versed in ITSM / Ticketing tool like Service Now or Remedy or Siebel etc.

• EDUCATION

• Bachelors in engineering - Computers/Electronics/Communication or related field
• Graduate in Science/Math/IT or related streams with relevant technology experience

• OTHER SKILLS

• Excellent verbal and written communication skills
• Technical telecommunications background
• Experience working in global team that provide 24x7 support to customers and willingness to operate during US Shift hours
• Knowledge of ITIL processes
• Reporting and analysis skills
• Ability to work with Account Teams, Customers, Service Delivery, and Operations
• Willing to work extended hours and weekends as needed to accommodate global team.
• Passionate about NTTGN’s Customers, willing to go the extra mile to ensure the highest level of customer satisfaction.