Incident Process Owner

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 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 Description

We are seeking an experienced Incident Process Owner to lead and optimize our incident management processes. The ideal candidate will be responsible for defining, governing, and continuously improving the incident management lifecycle, ensuring swift resolution of incidents, effective escalation, and alignment with organizational goals. This role requires strong leadership, process expertise, and excellent stakeholder management skills.

 

Key Responsibilities

• Define and oversee the incident management process scope, charter, policies, standards, and strategy to ensure alignment with overall business objectives and IT service delivery goals.
• Establish and maintain the RACI matrix for incident management teams (L1–L3) and stakeholders, ensuring clear roles, responsibilities, and escalation paths.
• Design and govern the incident escalation process, including criteria, levels, and communication protocols to ensure timely escalation of critical incidents and effective resolution.
• Govern SLAs, OLAs, and underpinning contracts related to incident resolution, ensuring they are met, and driving remediation actions when necessary.
• Coordinate with adjacent processes (problem, change, knowledge, event, asset/configuration management) to facilitate seamless incident handoffs and integrated workflows.
• Maintain incident prioritization and categorization models, oversee the request catalog, request models, and approval matrices to optimize incident handling efficiency.
• Lead Major Incident governance, including defining criteria, roles, communication protocols, and conducting post-incident reviews with actionable insights.
• Drive continuous improvement by monitoring KPIs/OKRs (e.g., MTTA, MTTR, FCR, request cycle time, backlog health), and implementing process enhancements.
• Manage an improvement backlog and quarterly roadmap, addressing process risks, mitigation plans, and implementing best practices.
• Standardize incident communication protocols and deliver targeted training and enablement to incident management teams.
• Oversee vendor and outsourcer performance related to incident resolution, define tooling requirements, participate in UAT, and validate release quality.

 

Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degrees preferred.
• 7+ years of experience in IT Service Management, with a focus on incident management, problem management, or related processes.
• Deep expertise in ITIL incident, request, change, and problem management frameworks.
• Hands-on experience with ServiceNow (administration, configuration, workflow design, reporting); certifications are a plus.
• Strong organizational, communication, and stakeholder management skills, with the ability to influence across technical and business teams.
• Fluency in English; French language skills are advantageous.
• Relevant certifications such as ITIL, PMP, Agile certifications are preferred.
• Proven track record of leading process improvements, organizational change, and incident management initiatives.
• Strategic thinker with the ability to develop process strategies, define objectives, and align them with organizational goals.
• Excellent collaboration skills, capable of translating technical details for business leaders and fostering a culture of continuous improvement.

 

• 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.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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.