Senior Problem Manager

Job description / Role

Job Description:

Leading activities to solve problems, in a proactive or reactive way, to reduce the recurrence of incidents and their impacts; then making solutions known.

You will be the pilot of experts and production teams, to find the root causes of the incidents and avoid them to repeat... and make the world know it.

Key Responsibilities:

To troubleshoot
- You will contribute to detect proactively the recurrence of incidents.
- You will collect proofs and metrics to try finding the root causes.
- You will use analytics methods.
- You will propose improvements to detect the incidents and to make better workarounds.
- You will find where the solutions found could be propagated on other environments and improve the global quality of service to our customers.

To organize
- You will sort the information out.
- You will define action plans and remediation plans.
- You will organize the tasks with the experts, the support teams, the
- providers, and the customer.
- You will do the work in the frame of ITIL best practices.

To communicate
- You will regularly write minutes of meetings and reports.
- You will largely share the knowledge.
- You will illustrate your points in an inventive way, for messages to be
- better understood.
- You will share your success and difficulties with the team

About you

Interpersonal
- You are a fluent French speaker and comfortable within an international English-speaking environment.
- You are customer-focused with a strong sense to customer.
- You know how to adapt your behavior to your interlocutors, with an extended listening ability.
- You demonstrate a leadership style to pilot different teams horizontally.
- You are comfortable with communication tools as Powerpoint, PowerBi, Canvas, Kibana, ...

Technical
- You have good knowledge on Cloud infrastructures, network,
- virtualization, storage and backup, Linux, Windows
- You can develop some small scripts (perl, python, bash)
- You have a first experience in IT production with ITIL best practices.

Self-organization / Mindset
- You have analytical abilities, allowing you to understand complex
- situations, organizing your work by meaning units, and building an action plan.
- You have sense of synthesis, to be clear when you present something to technical or non-technical listener.
- You can switch topics quickly.
- You are familiar with agile methods (Scrum, Kanban, SAFe)

Department
Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.