Transition Specialist  

Operation Planning and Transition

• Manage project's service transition as they cut-over to production following Client's standard operating procedure.
• Ensure that respective operation leads are reviewing the project documents and gather operational requirements to create a baseline of the Systems Operations Requirements Document (SORD).
• Coordinate with the various operations leads to ensure that the requirements are agreed upon and aligned with the project team or transitioning party (incumbent).
• Secure the relevant approvals for the SORD baseline.
• Provide guidance to the project team or incumbent as requested, regarding the Service Transition Process/ Policy, and its related documents such as, but not limited to the Systems Operations Requirements Document and Project/ System Catalog.
• Ensure that any request for additional L1/ L2 resources are coordinated with the relevant parties, and that such additional resources are available for the Knowledge Transfer.
• Ensure that a Knowledge Transfer Plan is in place, and that the project team/ incumbent executes the Knowledge Transfer Plan as agreed.
• Scheduling the Knowledge Transfer sessions with all the relevant parties.
• Ensure that all relevant project/ system documentation, including but not limited to the Project/ System Catalog, Work Instructions, Policies and Procedures Manuals, are handed over to the various operations teams and stored in the relevant knowledge management database or similar repository.
• Ensure that all deliverables agreed in the SORD Baseline are delivered by the project team/ incumbent and secures all the necessary approvals prior to the project “Go Live” or Technical RFS.
• Ensure that the Deviation Request Process and Policy of Amdocs Customer is followed, should there be any requirements not met by the project team/ incumbent, and all necessary approvals are in place for the said Deviation, prior to the project “Go Live” or Technical RFS.
• Review all relevant transition documents and uploads them in the Service Transition team drive, knowledge management database or similar repository. Upon completion of all SORD requirements by the project team/ incumbent, Project Coordinator releases the Operations Readiness Certificate (ORC) Document, and informs all relevant parties that the transition requirements have been complied/ completed.
• In the case of non-compliance/ non-completion of SORD requirements prior to “Go Live” or Technical RFS, and a duly approved Deviation Request has been fulfilled, the Transition Specialist will release a Non-Compliance Agreement Document and track all pending requirements to completion. He/ She will be responsible for following up and providing updates on the pending deliverables.
• Ensure that the project team/ incumbent provides a Post-Stabilization Report, containing, but not limited to, a list of all Incidents/ Defects/ Bugs, Known Errors/ Problems, Changes encountered during the Stabilization Period of the project (or transition).
• Schedule any additional Knowledge Transfer or handover sessions between the project team/ incumbent and the relevant operations teams.
• Ensure that any/ all concerns raised by the operations teams to the project team/ incumbent is tracked and addressed via Action Item Register, Risk Log, or any similar document, and that these concerns are addressed in a timely manner prior to final acceptance by the operations teams.
• Ensure that all final acceptances are secured from the various operations teams, and issues the Operations Acceptance Certificate, once the project team/ incumbent has completely handed over all documentation, provided updated trainings, and addressed any other operational concerns.
• Provide Weekly, Monthly, and Ad Hoc reports with insights on the Service Transition status of projects (and non-projects), and overall Service Transition KPIs.
• Provide Weekly, Monthly, and Ad Hoc reports with insights regarding Deviation Requests and common causes for deviations.
• Follow the Escalation procedure as and when required during the lifecycle of the Change. This Escalation procedure will be reviewed on a regular basis and updated as and when required.

Operations Readiness Testing

• Facilitate Operations Readiness Testing overview with the project team/ incumbent. Provide them with the list of requirements and standards that they are expected to adhere to.
• Validate submitted Operations Job Service Request/ Operations Manual/ Work Instruction document and ensure all required details are provided by the project team/ incumbent.
• Ensure that the Operations Job Service Request/ Operations Manual/ Work Instruction document is tested for at least the following activities based on the ORT Manual and in accordance with Amdocs Customer standards:
• a. Web/ DB/ Application Startup and Shutdown
• b. Server Startup and Shutdown
• c. DB Backup and Restore
• d. Monitoring
• e. Other Scripts
• Ensure that the tested/ validated Operations Job Service Request/ Operations Manual/ Work Instruction document is handed over to the relevant operations team, and uploaded in the knowledge management database or similar repository.
• Secure all approvals for the Operations Job Service Request/ Operations Manual/ Work Instruction document prior to releasing an Operations Readiness Certificate.
• In case of non-compliance to Amdocs Customer standards, the Project Coordinator ensures that a duly approved Deviation Request is fulfilled.

• 3+ years working experience in managing releases and transition of change from Dev to Prod.
• Preferably with Change Management knowledge and experience.
• Preferable has development background or at least familiar with software development life cycle
• Strong Cross-Team Communication Skills. You can talk to the technical teams and non technical people alike. When conflicts occur, you bring people together, you listen, you mitigate, and you resolve.
• Deals with Ambiguity. You use your instincts, experiences, and team to identify, assess, and solve problems quickly and frequently.
• Exceptional Project Management and Organization Skills. You are detailed and organized. You are clear, concise, and specific. You understand, track, and ensure that release data is 100% accurate.