Incident Manager

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.

Key SPOC for

• Trend Analysis of Incidents Service requests and predictive action.
• Preparing Incident & SR analysis dashboard and present to customer.
• Take initiatives to bringdown incident/SR counts
• Analyzing root cause of repetative Incidents and take proactive measures
• Task distribution Follow up on Ageing tickets & Escalation to appropriate stakeholders.
• Ensure tickets are addressed within agreed SLA/SLO.
• Preparing & Presenting change tickets in CAB meetings
• Own problem tickets and Delivering RCA for Problem tickets.
• Creating developing and improving required documentation such as process flow diagrams process detailed documentations roles/responsibilities presentations gap analysis reports etc.
• Responsible for the documentation of the ITSM Process integration across processes
• Assist Operation manager in preparing dashboards & reports by providing key inputs.
• Ensuring ITSM process documentation related deliverables to Service Delivery and customers are complete consistent high quality on time and deliver valued outcomes
• Understands foundational concepts and able to navigate the relationships between ITSM Processes IT Service Management Process requirements and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.
• Supports Operation Management in the efforts to gather and create ITSM Process requirements for process improvements.
• Contribute to Operation Managers on the analysis and recommendations for ITSM Process cost saving opportunities.

Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments. preferably in enterprise or financial-services environments

• ITIL-based IT Service Management expertise with strong understanding of Incident Major Incident Problem and Change Management processes.
• Incident Management: End-to-end ownership of incidents including prioritization SLA management escalation stakeholder communication and timely resolution.
• Major Incident Management: Ability to lead P1/P2 incidents coordinate technical bridge calls drive cross-functional teams and maintain clear executive/customer communications.
• Problem Management: Strong capability to drive Root Cause Analysis (RCA) identify recurring incidents define corrective/preventive actions and track permanent resolution.
• Change Management: Experience managing the complete change lifecycle including RFC creation impact/risk assessment approvals implementation planning CAB coordination validation and post-implementation review.
• ITSM Tools & Reporting: Hands-on experience with ServiceNow or equivalent ITSM platforms including incident problem change SLA CMDB and reporting capabilities.

• Governance Compliance & Risk: Strong understanding of change governance emergency changes audit requirements operational controls risk assessment and adherence to defined ITSM processes.

You bring a can-do attitude tackle challenges head-on and challenge the status quo with new and innovative ideas.

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.