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How would you like to work in IT, toying with cutting edge technologies and enjoying your life? At Orange Services, it’s possible!
As one of the largest IT Hub within Orange Group, we are working internationally for both Orange corporate functions and country operations. Through a unique combination of know-how and expertise, our teams provide a broad range of IT & Business Solutions.
Come closer to #LifeAtOrange!
What we’re looking for
Our new colleague will be joining GNOCe Front Office in our activities as SPOC (Single Point of Contact) for all the requests and issues regarding the services that we operate.
What you’ll be doing
The Incident Manager acts as a SPOC and the main interface between the customers (affiliates), their respective partners, the BU Service Engineers, enablers and other group entities in all Incident Management related matters.
- Incident Detection - Ensures proactive detection of incidents by using alarms or monitoring systems or detects incidents through regular checks on services and platforms.
- Initiates and facilitates incident investigation/troubleshooting sessions/technical bridges for major incidents
- Activates relevant stakeholders, does regular follow-ups and escalations as per the agreed SLAs and thresholds.
- Escalates lack of response or progress on the ticket to higher management
- Oversees E2E testing to confirm that the incident is fully resolved, monitores the post incident service status
- Obtains closure confirmation, closes the ticket and sends NIA End notification
- Incident Recording & Classification - Records incident in Oceane/ Dolphin, prioritizes incidents based on agreed classifications, provides incident details and preliminary information via Dolphin (preliminary IR)/NIA/email* Incident Support, Investigation & Escalation.Incident Recovery & Closure:Preparing Reports - Incident Report/ Post Incident Review:
- Sends preliminary Incident Reports in 2 hours from ticket closure for major incidents (high priority, P1 & P2)
- Reiterates and fills in the IRs with the complete information on the actions that were taken, investigation milestones, root cause, corrective actions and/or preventive actions, where applicable
- Organizes Post Incident Review calls o Stores and records information about incidents in the Lessons Learner Handbook in order to identify other related incidents, problems or know errors or any other insight on how to diagnose and solve future incidents
- Analyzes the incident reports and identifies the NSSO improvement opportunities (i.e.Demo sessions/training needs, WL and Automatization need etc.).
- Captures recurrent issues in the RCAs and logs Problem tickets.
What you need to know/have
- Effective communication skills
- Customer-centric attitude
- Analytical skills
- Ability to easily interact with people and maintain the good relationship
- General knowledge of IT and Telecom in an operational environment
- Support OnCall activities
- Fluent in English (both written and spoken), French is considered a plus
- ITIL certification is desired, but not mandatory.
What’s in it for you
- Performance Bonuses – based on your results & the company’s;
- Loyalty Bonuses, if you extend your stay;
- Electronic Meal Tickets - as you imagine;
- Medical & Life insurance for you - facilities for your family, too;
- #WFH & Flexible hours;
- Professional GSM subscription;
- Personal GSM subscription, also [because we believe in communication!];
- Special grants on Smartphones & devices; discounts for Orange products & services;
- Development Platforms - Orange Learning, Trainings, Career Counselling, Coaching & Career plan mentoring;
- Wellbeing Programs – we support your Zen;
Orange Services is about bringing together people and technology.
Come & work for a #TopEmployer company. You could be part of an organization where great colleagues and team spirit support your professional development.
Apply and let’s have a remote-talk.
At Orange, you can.
We encourage all candidate profiles, regardless of gender, age, race, citizenship, ethnicity, color, language, religion, social origin, genetic traits, sexual orientation, permanent or temporary disability, nationality, political choice, social category or social origins, situation or family responsibility, belonging to a disadvantaged category, membership or trade union activity.
