INCIDENT & REPORTING MANAGER - AL

about the role RUN The Incident Manager.
•    is the customer's privileged contact on critical incidents and/or concerning the most sensitive sites.
•    has in-depth knowledge of the client's solution and must be aware of any changes to it.
He/She has knowledge of the criticality of the sites and the architecture (and benefits from privileged contacts with the Experts).
That information should be made available to NSOC team and updated where necessary.
•    follow-up of major incidents or concerning a sensitive site.
If necessary, he/she relies on technical lead for the resolution of the incidents concerned.
It escalates in case of overrun or risk of overrun of SLA.
•    takes care of Customer escalations throughout the scope of the "incident manager" service.
•    proactively identifies "long" incident tickets requiring enhanced follow-up and ensure backlog remains at a healthy level.
•    provides a monthly, weekly and daily reports (imposed and using an agreed standard format) on the incidents of the month, including the critical incidents.
This document can be shared with the SDM or SDD if needed.
•    Support the other Incident and Change managers on daily reporting and escalation tasks.
CONTINOUS IMPROVEMENT The Incident Manager.
•    Perform ticket audit to ensure aspect such proper implementation of Process/procedure.
•    Perform Technical Audit to ensure proper incident orientation and technical analysis.
•    Update competency matrix of team and ensure refresh/upskilling program are set for team.
•    Contribute to the continuous learning of the team by taking initiatives to drive trainings.
•    Identify and automate using internal automation tools (Python, Celerity etc) possible workflows as improvement actions.
RESKILLING/UPSKILLING Organize workshop on topics such as.
•    Best practices related to customer Process/procedure.
•    Technical training with the help of the Technical Lead on technologies used by the customers.
•    Team debriefs on ongoing escalation(s) or other tickets that might require special attention.
•    Act as a coach for newcommers.
•    Participate actively in knowledge sharing.
about you Bilingual – English & Spanish written and spoken Reporting, presentation and organization skills are a must.
IT Proficient.
•    Good Knowledge on TCP/OSI model and protocols.
•    Knows the functioning of network components (Routers, Layer 2 and layer 3 switches, Access Points, Next Generation Firewalls, Endpoints, Servers etc) •    Knows IPv4 addressing and subnetting.
•    Knows how to interpret components of a routing table.
•    Understands switching techniques and L2 protocols.
•    Understands NAT, NTP, DNS, DHCP, SNMP CONCEPTS.
•    CCNA is desirable.
•    Good knowledge on Operating Systems – Windows and Linux •    Very good knowledge with MS Office Software Suite.
Word, Excel, Outlook etc.
Knowledge.
•    Knowledge Management Systems.
•    Process and Standards.
•    Support/service Organization.
•    Customer Relationship Management.
Abilities.
•    Good communication skills.
•    Excellent customer facing skills.
•    Excellent troubleshooting and analytical skills.
•    Good time management, and organizational skills.
•    Teamwork uses a team approach to solve problem when appropriate.
•    A determination to process tasks according to pre-defined processes is essential.
•    Ability to build relationships with peers and management levels and customers.
•    Proactive, self-motivated, and determined attitude.
•    Tenacity.
•    Flexibility in terms of working hours.
•    Ability to work under pressure & multi-task.
•    Using a team approach to solve problem when appropriate.
•    Need a willingness to learn and expand knowledge.
department Global Delivery & Operations 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 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.