Senior Incident and Problem Management Telco/IT (M/F)
What if you could help connect everyone and everything, beyond borders?
Transatel is a leading Mobile Virtual Network Operators (MVNO) enabler and a global cellular IoT connectivity solutions provider. How about connecting the world together, beyond borders?
Your mission
We are looking for a Senior (M/F) IM (Incident Manager) and PM (Problem Manager) to join the NTT/Transatel Operations Team within Client Experience Team.
You will be the contact point for all team members, so communication is an important driver. You should also be able to act proactively to ensure smooth team activities and effective collaboration within team and with other teams in Transatel.
Incident Management:
- Lead the Incident meetings, with all experts and managers required.
- Lead the Incident Management duties, as Detection, Communication internally and towards Clients.
- Lead the Impact analysis and communication (with expert’s support)
- Produce and lead the action plan and follow-up, for workaround and recovery.
- Monitor and fulfill SLAs.
- Lead required escalations internally, with partners and with Clients.
- Reporting to internal Management
Problem Management
- Lead the Post Incident Report and Post Incident Report Action Plan
- Create and follow-uo on Problem tickets.
- Ensure regular review and action plan with operational managers for Urgent actions post incident
- Trigger required taskforce, and continuous improvement plan.
- Monitor IM and PM performance and report on metrics. Especially monitor Contract KPIs on response time and communication handling
- Reporting to internal Management
Others
- Supports manager and performs management duties when manager is absent or out of office. First point of internal escalation.
- Create and Lead delivery of REQ/Projects planned to improve IM/PM process.
- Always participate to the operations support stand up meetings.
- Generates and shares comprehensive and detailed reports about activities, objectives, and deadlines.
- Participate to the Run Management weekly calls and Run Management weekly stand-up calls with Head of Production
- Ensure preparation of all IM/PM reportings in due time and with reliable content: executive committee and QoS reports, Post Incident Reports and Calls, ONCALL action reports. Have a clear follow-up list of reliability issues.
Your Profile:
- Experience as IM and PM in Telco and IT is a must have.
- Strong Relationship Building
- Autonomous, continuous learning
- Synthesis for document and communication to management
- Convincing capability to vulgarize
- Focus on continuous improvement.
- Know how-to work in emergency, prioritize tasks.
- Create and follow-up on action trackers.
- Close follow-up of Problems Effective professional communication internally and Managers at customers or partners sides
- Create and update processes.
- Good English (all team meetings are in English, many experts are English spoken only)
- Department
- IT
- Role
- Incident Manager
- Locations
- Paris - La Défense (Courbevoie)
- Remote status
- Hybrid Remote
- Employment type
- Contract
About Transatel
At Transatel, we imagine innovative cellular connectivity solutions and deploy them around the world for prestigious clients like Airbus, Stellantis, Worldline and Jaguar Land Rover. As a leading Mobile Virtual Network Operators enabler and global IoT connectivity pioneers, our SIM & eSIM connect millions of consumers and industrial devices and vehicles.
Our diverse organization gathers 250+ telecom and IT experts from 40 nationalities working together in our new Paris La Défense headquarter (France). We offer inspiring professional and personal growth opportunities for talents with all backgrounds and experience. If you are looking for an exciting career move and new challenges in a fast-growing business environment, welcome at Transatel!
Join our team now, and become part of the extended NTT group, one of the largest and most innovative technology company in the world. With its global footprint and 330,000 employees worldwide, NTT has been pushing innovation forward for more than 150 years.
Senior Incident and Problem Management Telco/IT (M/F)
What if you could help connect everyone and everything, beyond borders?
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