Ankita Singh

Managing new/failed changes/RFCs

• Review and record requests for change (RFCs)
• Approve or reject RFCs
• Drive the incidents triggered due to failed changes & extend engagement until resolution.

Risk & Impact Assessment

• Identifying risks and developing risk mitigation tactics (in collaboration with technical teams).

Change Planning & Documentation

• Ensure complete documentation of R&I assessment, Implementation/Rollback, Test plans & end-to-end communication.

CAB & e-CAB

• Prepare & share the CAB agenda
• Own the change advisory board (CAB) meetings
• schedule emergency CAB meetings to address urgent needs, sometimes known as eCAB
• Decision making – empowered for GO/NO-GO.

Change Communication

• Communicate the business/operational risks to relevant stakeholders
• Effectively share a detailed success/failed advisory to all the relevant stakeholders, immediately after the change is executed
• Share a detailed PIR/FCR report with all the relevant stakeholders

• Owning the change ticket from the time it is raising through closure
• Holding autonomy over the management of the change and escalating as needed
• Follow ITIL framework
• Dealing with a variety of queries from all levels of management within BT Global Services
• Liaise with the other teams within BTGS to ensure the correct ownership of customers on the system
• Coordinate with other departments across BT to arrange access into customer premises for BT engineers
• Working majorly on the BT tool SNOW
• Ensure operational procedures are in place, maintained and followed as appropriate
• Validate the RFC form with Build, Test, impact assessment and Roll back plan
• Check all the supporting document and get technical validation form TDA or NOC team
• Take changes to Internal/External CAB for approval
• Produce regular management reports-
• Working on all the required reporting for the Team
• Prevent any un-authorised activity in the environment
• Communicate and coordinate with concerned parties through the change process
• Getting PIR done on all failed change, view all upcoming changes and review with requesters
• Keep change record up to date with the most recent status possible
• Follow up with PM & Respective teams (day of change)
• Follow up with customer/requester after the completion of change
• Update the inventory associated with a given change or work with inventory team to process asset forms

• Projects: RIO Tinto and GSK Change Admin
• P1 and P2 CAB (Change authority board) calls with internal and external customers
• Change management KPI Reports validation and circulation to all relevant stake holders
• Responsible for any change in process of “Change Management” for different customers also dealing BAU and Project changes
• Analyze the risk of changes in the ongoing live network
• Routes Significant and Major Changes to CAB or Senior Management review to updates the Change log with all progress
• Reviews implemented Changes to ensure they have met their objectives
• Reviews Post Implementation Reviews within assigned areas to ensure completeness
• Final Authorization/Approval for RFC Responsible
• Conflict Management during any Change
• Pre-Post Testing confirmations, availability of change execution teams and other checks during RFC Life Time
• Closure of RFC’s after completion of change.