Technical Operations Manager - SAP CX
Montréal, Quebec, CA
6d ago


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Cloud Operations IT Change Manager

Summary :

IT change is constant and if poorly managed is disruptive and can result in significant loss of productivity. As the Cloud Operations IT Change Manager / Change Coordinator, you are at the centre of addressing this challenge with responsibility for standardizing the methods, tools and procedures for proficient and prompt handling of all changes to the IT infrastructure in relation to SAP CX Cloud Operations.

You will protect the live environment by ensuring efficient control and scheduling of software and hardware modifications, and by preventing the multiple upgrades that can create unpredictable outcomes.

You’ll be responsible for ensuring that service levels and targets agreed with the business are met during change, and that problems are investigated and resolved in a timely manner to minimize disruption.

For changes that carry higher risk, you will work with a group of key stakeholders called the Change Advisory Board (CAB) to review and assess the priority of changes.

You will also coordinate the change window to ensure all stake holders are available and ready.

Responsibilities :

The Cloud Operations IT Change Manager / Change Coordinator is responsible for functional implementation and operation of the Change Management Process and its activities.

Specific responsibilities include :

  • Log, schedule, and track changes to the IT environment
  • Liaise with stakeholders to coordinate change
  • Own and lead change windows
  • Review change and maintain change log
  • Establish and enhance change procedures.
  • Validating the type and risk of the Change
  • Conducting change meetings, more specifically the CAB and ECAB
  • Notifying affected parties of change approval or rejection
  • Going through failed and cancelled changes to identify the cause and to verify that those issues are resolved in coordination with Problem Management
  • Verifying that the Change Assessor has documented adequate assessment information in the Change request for all Critical and Major category Changes
  • Acting as the point of escalation for day-to-day schedule slips as required to bring the change back on schedule
  • Coordinating in the resolution of Change assignment issues, as required
  • Monitoring that Change requests are closed within established criteria
  • Monitoring that incidents encountered during the implementation of a Change are properly documented in the Change request.
  • Ensuring that PIR reviews are conducted per the policy
  • Creating and directing users to online training material and providing end-user education when requested or when circumstances indicate that education would improve process execution
  • Reviewing changes for process compliance and rejecting changes as required.
  • Experience (Role Requirements) :

    General :

  • Fluency in English verbal and written
  • Analytical, detail-oriented personality
  • Troubleshooting expert in resolving complex issues and work under pressure
  • Positive, proactive and customer-focused attitude
  • Exceptional communication and collaboration skills
  • Required :

  • Bachelor’s degree in Computer Science (or an equivalent combination of educational and work experience in a related field)
  • 7 years of experience working in IT project management (or equivalent)
  • 3 years of experience in Cloud infrastructure projects
  • Advanced knowledge of cloud environments and cloud based technologies (Azure, Google Cloud, AWS, etc.)
  • Availability to work on weekends or outside business hours via on call or regular work schedule
  • One or more ITIL and / or Project Management certifications
  • One or more technology certifications
  • Preferred :

  • Experience working in software development environment
  • Application architecture knowledge (3-Tier, Microservice)
  • Familiarity with Linux, Windows, Java, Apache, and database systems
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