Join to apply for the Incident And Change Manager role at Orange Business
About Us 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 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.
Responsibilities
- Be part of D-NSOC team.
- Ensure SLA of Incidents are respected.
- Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end change management by coordinating with internal specialist teams.
- Implement and coordinate simple and standard changes and get complex changes activated in agreed time as per SLA with Customer in a bilingual multi-domain (WAN/LAN/VeloCloud/SDWAN/SDLAN/Connectivity etc).
- Ensure that we always have a healthy backlog.
- Assess requests for change originating from incident management, problem management, release management, or continuity management.
- Be the customer\'s privileged contact on critical incidents and/or concerning the most sensitive sites.
- Have in-depth knowledge of the client\'s solution and be aware of any changes to it; share critical site architecture information with the NSOC team.
- Follow-up major incidents or issues at sensitive sites and escalate as needed when SLA risks occur.
- Handle customer escalations throughout the scope of the incident manager service.
- Validate and classify change requests according to the Change catalogue.
- Register and coordinate changes, and handle change requests from other initiators.
- Determine risk and impact for requested changes.
- Prepare implementation plans by creating tasks and coordinating / implementing simple and standard changes multidomain.
- For complex changes liaise with the correct entity/provider to meet SLA with the customer.
- Proactively identify long incident tickets requiring enhanced follow-up and maintain a healthy backlog.
- Provide a monthly incident report using an agreed standard format, including critical incidents.
- Monitor progress and quality of change implementations (first-time-right and on-time).
- Ensure delivery of change implementations within agreed lead times and perform pre-checks before the change window.
- Guide field engineers for scheduled change activities and perform post-implementation reviews.
- Confirm with the customer that applications are running without problems and share success reports with involved entities after changes.
- Document the entire change process in a CMDB accessible to stakeholders.
- Manage projects and bulk change requests using standard processes and procedures.
- Assess, prioritize, respond, and report on time for expedite requests.
- On-call duty as required.
Continuous Improvement
- Perform ticket audits to ensure proper process/procedure implementation.
- Perform technical audits to ensure proper incident orientation and technical analysis.
- Update competency matrix and implement refresh/upskilling programs for the team.
- Contribute to continuous learning and knowledge sharing; organize workshops and training with technical leads.
- Maintain the change management process and ensure it is readily available; contribute to the expert community.
About You
Bilingual – English & French written and spoken
IT Proficient
- Good knowledge of TCP/OSI model and protocols.
- Understanding of network components (Routers, Layer 2 and Layer 3 switches, Access Points, Next Generation Firewalls, Endpoints, Servers, etc.).
- IPv4 addressing and subnetting; knowledge of IPv6 address types.
- Interpreting routing table components; understands switching techniques and L2 protocols.
- Knowledge of NAT, NTP, DNS, DHCP, SNMP concepts.
- CCNA desirable; CCNP optional.
- Good knowledge of Windows and Linux operating systems.
- Knowledge of security and network technologies (Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, VeloCloud, AWS), proxy, reverse proxy, antivirus, load balancers, VPN, etc.
- MS Office Suite proficiency (Word, Excel, Outlook).
- Knowledge Management Systems; Process and Standards; Support/Service Organization; Customer Relationship Management.
- Abilities Good communication, excellent customer-facing and troubleshooting skills; strong analytical abilities; time management and organization; teamwork; ability to follow predefined processes; relationship-building with peers, management, and customers; proactive, self-motivated, and flexible with the ability to work 24/7 under pressure; willingness to learn.
What We Offer
- Minimum degree in IT or Telecommunications. ITIL V3 or V4 Foundation optional. CCNA desirable, CCNP optional. Security certification optional but desirable.
- Experience: 2 years as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 1 year in a similar role.
EEO and Diversity
Regardless of age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurodiversity, disability, veteran status or appearance, Orange Group is an equal opportunity employer. Please share any specific needs.
Notes
Additional job postings: (Senior) Project Manager S/4HANA Transformation; Senior Consultant / Manager Program & Change Acceleration; Consultant Change Management Public Sector; Business Consultant Change Management & User Adoption; (Junior) ITSM Performance & Quality Manager; Praktikum als Fellow Consultant; (Senior) Manager Agile Delivery SAP (Stuttgart); (Senior) Consultant M365 Adoption & Change Management; Inhouse Consultant / Business Analyst; OpenText / SAP Archiving Project Manager; Project Manager - SAP S/4HANA Cloud; Public Edition; Business Analyst / Consultant ERP in Stuttgart.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
