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.

Job Purpose: 

•           Single point of contact for one or more problems

•           Responsible for ownership and coordination of actions of those problems

•           To analyze root cause, identify Known Error and coordinating actions to fix the error.

•           To review the Problem Trends and Planning and Driving Improvement Plan

•           To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams.

Key Tasks and Responsibilities:

• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Work with internal technical teams, Service Management and external stakeholders, customer and 3rd party.
• Prevents the replication of Problems across multiple systems
• Lead problem management processes and initiatives.
• Conduct regular reviews and audits of problem management processes.
• Provide training support to junior team members.
• Derive/support initiatives and projects end to end 
• Collaborate with cross-functional teams to implement solutions.
• Monitor and report on problem management metrics
• Share knowledge and promote a culture of continuous improvement

Skill Profile:

•           Minimum 11+ years Incident or Problem Management experience.

•           CCNA certification is a must & Good Network understanding with CCNP-Routing knowledge.

•           ITIL foundation is a must.

•           Good Analytical skills.

•           Good International Customer handling, organizational and Interpersonal skills.

• Ability to work in a fast-paced environment.
• Proven experience in problem management or IT service management.

• 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.