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.

There is an opportunity for a position of an  Crisis & Problem Manager in Digital Technology. 

Job Purpose:

• Drive and manage any business impacting incident using the defined process of Major Incident Management, which require sense of business, authority and excellent communication skills. 
• Oversee and manage the execution of the problem management process based on accepted ITIL processes.
• Develop and support the ITIL problem management process and agreed procedures, aiming to minimizing the adverse impact of incidents and problems to the business..
• Major Incident Management role into application service restoration
• To undertake any other reasonable task as assigned or deemed necessary by management.

Key Tasks and Responsibilities:

• Drive and manage Digital Technology Alert Crises
• Execute Problem Management process based on ITIL processes for Digital Technology applications (500+ application).
• Driving problem resolution activity in coordination with Software factory, Infrastructure, Engineering, Suppliers, and parallel problem management teams as required. 
• Build Root Cause Analysis (RCA) and manage the implementation of definitive solutions.
• Create and maintain known error records in the Known Error Database.
• Generalizing preventive actions across systems by providing Proactive Problem Management.
• Proactively analysing output from monitoring/supervision tools [Witbe/PEM/CMS/PUMA], Genergy, RCA portal and application response time/performance study.
• Present and explain the resolved RCA documents in the Digital Technology control committee.
• Act as Digital Technology change manager after the normal business hours

Skill Profile 

• French & English languages are mandatory
• 5 years of experience in Application/IT enterprise.
• Application support/architecture and life cycle knowledge .
• knowledge and understanding of ITIL framework and best practices
• Excellent decision making capabilities
• Intermediate knowledge about Operating Systems, Database, Network, Coding, hardware and Monitoring
• Ability to prepare conduct meetings as well as performing necessary post meeting communications, action tracking and follow-up
• Strong interpersonal skills including strong verbal, written communication and excellent listening skills are required 
• Technical certifications.
• ITIL intermediate certification is a plus
• Kepner – Tregoe certification is a plus

Educational background:

• University degree in Computer Science/Engineering related field.

• Global opportunities: Work in multi-national teams with the 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

Regardless of your 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.