Incident Process Owner

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world freeing our customers to focus on the strategic initiatives that shape their business.

Every day you will collaborate with a team dedicated to providing consistent sustainable global solutions no matter where our customers operate. With over 30000 employees across Asia the Americas Africa and Europe we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Job Description

We are seeking an experienced Incident Process Owner to lead and optimize our incident management processes. The ideal candidate will be responsible for defining governing and continuously improving the incident management lifecycle ensuring swift resolution of incidents effective escalation and alignment with organizational goals. This role requires strong leadership process expertise and excellent stakeholder management skills.

Key Responsibilities

• Define and oversee the incident management process scope charter policies standards and strategy to ensure alignment with overall business objectives and IT service delivery goals.
• Establish and maintain the RACI matrix for incident management teams (L1L3) and stakeholders ensuring clear roles responsibilities and escalation paths.
• Design and govern the incident escalation process including criteria levels and communication protocols to ensure timely escalation of critical incidents and effective resolution.
• Govern SLAs OLAs and underpinning contracts related to incident resolution ensuring they are met and driving remediation actions when necessary.
• Coordinate with adjacent processes (problem change knowledge event asset/configuration management) to facilitate seamless incident handoffs and integrated workflows.
• Maintain incident prioritization and categorization models oversee the request catalog request models and approval matrices to optimize incident handling efficiency.
• Lead Major Incident governance including defining criteria roles communication protocols and conducting post-incident reviews with actionable insights.
• Drive continuous improvement by monitoring KPIs/OKRs (e.g. MTTA MTTR FCR request cycle time backlog health) and implementing process enhancements.
• Manage an improvement backlog and quarterly roadmap addressing process risks mitigation plans and implementing best practices.
• Standardize incident communication protocols and deliver targeted training and enablement to incident management teams.
• Oversee vendor and outsourcer performance related to incident resolution define tooling requirements participate in UAT and validate release quality.

Skills & Qualifications

• Bachelors degree in Computer Science Information Technology or a related field; advanced degrees preferred.
• 7 years of experience in IT Service Management with a focus on incident management problem management or related processes.
• Deep expertise in ITIL incident request change and problem management frameworks.
• Hands-on experience with ServiceNow (administration configuration workflow design reporting); certifications are a plus.
• Strong organizational communication and stakeholder management skills with the ability to influence across technical and business teams.
• Fluency in English; French language skills are advantageous.
• Relevant certifications such as ITIL PMP Agile certifications are preferred.
• Proven track record of leading process improvements organizational change and incident management initiatives.
• Strategic thinker with the ability to develop process strategies define objectives and align them with organizational goals.
• Excellent collaboration skills capable of translating technical details for business leaders and fostering a culture of continuous improvement.

Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.


Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).


Professional Development: training programs and upskilling/re-skilling opportunities.


Career Growth: Internal growth and mobility opportunities within Orange.


Caring and Daring Culture: Health and well-being programs and benefits diversity & inclusion initiatives CSR and employee connect events.


Reward Programs: Employee Referral Program Change Maker Awards.