Change Manager

ViewQwest is one of the fastest-growing and dynamic brands in Singapore and Malaysia's telecommunications industry. We strive to always be better by delivering consistent and outstanding service to our customers. Not only do we believe in our products and services, but we are also passionate and proud of the work that we do.

Be part of the team that brings #BetterBroadband to everyone Be Better, Join the Fastest

The Change Manager is responsible for governing and executing ITIL-compliant change management processes within a Managed Services Provider (MSP) or Internet Service Provider (ISP) environment. This role ensures that all network and security changes are planned, risk-assessed, approved, and implemented with minimal disruption to business operations. The ideal candidate will have expertise in networking, firewall security (Palo Alto preferred), and IT service management (ITSM) frameworks, ensuring service reliability and compliance.

Responsibilities:

Change Management & Governance

• Own the end-to-end change management process, ensuring adherence to ITIL v4 best practices.
• Facilitate Change Advisory Board (CAB) meetings, ensuring all proposed changes undergo risk assessment and approval workflows.
• Develop and enforce change policies, workflows, and approval structures, ensuring consistency in execution.
• Maintain a Change Calendar, tracking all scheduled network, infrastructure, and security changes.
• Ensure rollback plans and contingency strategies exist for all high-impact changes.
• Accountable for Change in the organization and its relevant managed services customers.

Network & Security Change Execution

• Manage and coordinate network configuration changes across routers, switches, and firewalls (Palo Alto preferred).
• Oversee BGP/MPLS, SD-WAN, and VPN change requests, ensuring seamless traffic flow adjustments.
• Implement structured firewall rule changes, security policies, and IPS/IDS tuning, reducing risk exposure.
• Ensure all network and security changes are properly tested in staging environments before production deployment.
• Collaborate with L3 engineers for complex network and security changes that require architectural adjustments.

Risk & Compliance Management

• Conduct impact analysis and risk assessments for all network and IT changes, ensuring minimal service disruption.
• Ensure compliance with ISO 27001, SOC2, ITIL v4, and industry best practices.
• Track audit logs and documentation for all implemented changes, ensuring traceability and accountability.
• Work with security teams to align firewall and network changes with cybersecurity compliance requirements.

Collaboration & Stakeholder Communication

• Serve as the single point of contact for all network, security, and infrastructure change requests.
• Maintain strong engagement with engineering, operations, and service management teams to align changes with business priorities.
• Provide post-change reporting to management, ensuring transparency and lessons learned from previous changes.
• Train L1/L2 support teams on new network configurations and firewall rule changes, improving service desk efficiency.

Requirements:

Technical Proficiency

• Deep understanding of networking principles, including BGP, MPLS, SD-WAN, VPN, VLANs, and QoS policies.
• Experience working with firewalls (Palo Alto preferred), security policies, and intrusion prevention systems (IPS/IDS).
• Knowledge of network automation tools (Ansible, Terraform) and scripting (Python, Bash) for change automation is a plus.
• Familiarity with network monitoring and ITSM platforms (e.g., Zabbix, SolarWinds, Jira Service Management).

Process & Compliance Knowledge

• Expertise in ITIL v4 Change Management processes.
• Strong understanding of regulatory frameworks (ISO 27001, SOC2, PCI-DSS, or similar).
• Experience handling CAB meetings, and rollback planning.

Soft Skills

• Strong stakeholder management skills, ensuring seamless coordination between technical and business teams.
• Ability to analyze risks and communicate technical changes in a non-technical way for decision-makers.
• Excellent documentation and reporting skills, ensuring all changes are well-documented and auditable.
• Problem-solving mindset with the ability to think critically and act proactively to mitigate risks.

ITIL v4 Foundation or Practitioner Certification (Preferred)

CCNA, CCNP, or equivalent networking certification (Preferred)

Palo Alto PCNSA/PCNSE Certification (Highly Desirable)

CISSP, CISM, or equivalent security certification (Bonus)