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.

Key Responsibilities

Incident Management:

• Lead and manage major incidents and escalations, ensuring prompt resolution with minimal business disruption.
• Follow established Incident Management principles, ensuring deliverables meet KPIs and SLAs.
• Proactively monitor incidents to anticipate and address potential breaches of KPIs/SLOs/SLAs.
• Provide detailed reports to identify backlog tickets, improve team efficiency, and enhance customer satisfaction.
• Define and oversee the roles and responsibilities of queue managers, ensuring effective ticket management and high-quality communication with customers.
• Coordinate post-incident reviews, including Root Cause Analysis (RCA), and drive the development of Service Improvement Plans (SIPs).
• Promote team autonomy by developing diagnostic and resolution trees/procedures.
• Act as a coach and mentor for team members, particularly newcomers, to foster continuous learning.

Crisis Management:

• Act as the crisis point of contact during major incidents and crises.
• Facilitate and lead crisis calls or meetings, ensuring proceedings are documented and communicated effectively.
• Manage escalations and complaints, launching appropriate remediation actions to address issues.
• Coordinate with stakeholders to drive post-crisis follow-up activities, including supplier reports and resolution plans.
• Deliver global improvement plans and continual improvement activity reports.
• Communicate clearly and effectively with all stakeholders during crises, providing updates and maintaining transparency.

Continuous Improvement and Knowledge Sharing:

• Prepare and implement global improvement initiatives to enhance operational efficiency.
• Actively contribute to team knowledge sharing and conduct training sessions to improve team expertise.
• Develop and execute training initiatives to promote continuous learning and skills development.

Skill Profile

Education/Certification:

• Degree in IT or Telecommunications from a recognized university.
• ITIL V3/V4 Foundation certification.

Experience and Skills:

• 3+ years of experience in the same role.
• Strong understanding of networks and network security technologies.
• Proven experience in Incident and Crisis Management, with at least 5 years in a networks/security technical support setting.
• Exceptional organizational, planning, and project management skills.
• Outstanding communication, decision-making, and problem-solving abilities.
• Process-oriented mindset with attention to detail.
• Proactive initiative in incident ownership and resolution.
• Ability to mentor and coach team members effectively.
• Fluent in English (spoken and written).
• Fluent in French (spoken and written).

Professional Skills:

• Customer-oriented attitude with a focus on satisfaction.
• Analytical thinker with excellent problem-solving capabilities.
• Strong presentation and interpersonal communication skills.
• Ability to manage multiple priorities and work under pressure.

• 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.