about the role
The successful Major Incident Manager will have the relevant skills and experience specified below.
Job Description :
Main Responsibilities include :
Operating and maintaining the Incident management process and governance framework.
Command high profile major incidents within complex environments engaging internal and external support teams globally.
Ensure engagement and focus of relevant resolvers for impact and decision making purposes.
Establishing control of the activities related to the Major Incident resolution.
Ensuring swift creation and proper execution of the Major Incident Restoration and Communication plans.
Ensuring that contingency options are identified and evaluated.
Accountable as single source delivering clear and accurate communication during all major incident across the business and technology including senior and exec management levels.
Act as the point of escalation for the other members of the Major Incident Restoration Team & Customer.
Own and drive Major Incident related escalations.
capture all Major Incident details and update all necessary documents and databases.
Collaborate with a variety of technical teams, project managers, and executive leadership to get the right results.
Ability to prioritize multiple high priority issues, at any given time, without sacrificing SLA commitments.
CAPABILITIES - Essential Skills :
Must have prior IT support experience; broad technical knowledge base would be helpful.
3 years of ITIL process experience (Event, Incident, Change, Problem, etc.)
Must be reliable and dependable; flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times.
Ability to work in dynamic and high pressure situations.
Strong leadership skills; ability to work largely unsupervised and see tasks through to completion without regular follow-up.
Excellent verbal / written communication skills; ability to communicate appropriately with all levels of management.
Solid teamwork & collaboration skills,
Solid Customer facing skills.
Ability to adapt to different cultures and environments.
like working in teams, transversally, and in project mode.
Customer Services & Operations
Orange Business Services 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.