Incident Manager

Stellenbeschreibung:

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About Us

Orange Business is 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 30,000 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.

About The Role

Overview of Roles and Main Tasks on an IM

Perform Quality Assurance to help meet Agreed KPI/SLAs and Process for the customer.
Daily brief with the team to check backlog, ageing tickets, or potential escalations.
Weekly or Monthly reporting to stakeholders such as CSM or Customer.
Weekly or Monthly interlock with stakeholders such as CSM or Customer to share and present KPIs or any other related issues.
Ensure all processes pertaining to daily operations of the customer incidents are clear and available to the team.
Clarify grey areas within the existing Process; work with CMS, Contract Manager and Operations Manager to make necessary amendments and ensure the team is aware of the documented changes.
Make sure the right procedures are followed by all members of the team.
Collaborate with N2/tech Ref to initiate and develop the diagnostic and resolution trees/procedures for technicians.
Ensure prompt acknowledgment of requests received via ticketing tools, mails, internal tools such as Team.
Define & control the rules, activities & efficiency of queue managers including the quality of the communication with Customers.
Receive Service Delivery Requests, complaints, etc. and launch necessary remediation actions accordingly.
For minimal volume, participate in interlocks pertaining to Problem Management; proper documentation of the evolution of the problem tickets must be done and shared with stakeholders.
Unless on planned leave or sick leave – be available via phone or any office tools if needed by the technicians.
Lead during escalations and crises (major incidents with high impact on the business) and ensure all chronological actions and blocking points are documented; escalating blocking points to the responsible team.
Collaborate with Operations Manager to prepare the global improvement plans and reports about the overall Continual Improvement activity for the team.

Reporting

Deliver reports to identify backlog tickets to ensure efficiency and customer satisfaction.
Deliver KPI reports for the GTR based on priorities: P1/P2/P3 tickets (or as required by CSM or Customer).
Ensure RCA/RFOs are delivered in a timely manner.
Assess, prioritize, respond and report on time for expedite requests.

About You

Team Upskilling

Contribute to continuous learning of the team by taking initiatives to drive trainings.
Participate actively in knowledge sharing.
Contribute actively to the expert community.
Help maintain Competency Matrix.

What We Offer

Abilities and other skills for the Incident Manager role include:

Good communication skills.
Excellent customer facing skills.
Excellent troubleshooting and analytical skills.
Good time management and organizational skills.
Teamwork – uses a team approach to solve problems when appropriate.
Determination to process tasks according to pre-defined processes.
Ability to build relationships with peers, management levels, and customers.
Proactive, self-motivated and determined attitude.
Tenacity.
Flexibility in terms of working hours.
Ability to work under pressure & multi-task.
Willingness to learn and expand knowledge.
Good Coaching and Training Skills.
Excellent understanding of customer architecture.
Keep up to date on new customer technologies.

Education, Qualifications and Certifications

Degree in IT or Telecommunications field from a recognized university.
ITIL V4 Foundation.
CCNA.

Only Your Skills Matter

Regardless of age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status, or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.