Senior Incident and Problem Management Telco / IT (M / F)

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.

Responsibilities:

• Lead the Incident meetings, with all experts and managers required.
• Lead the Incident Management duties, including Detection and 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.
• Lead the Post Incident Report and Post Incident Report Action Plan.
• Create and follow-up 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 Contract KPIs on response time and communication handling.

Others:

• Support manager and perform 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.
• Participate in the operations support stand-up meetings.
• Generate and share comprehensive and detailed reports about activities, objectives, and deadlines.
• Participate in the Run Management weekly calls and Run Management weekly stand-up calls with Head of Production.
• Ensure preparation of all IM / PM reporting 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 skills.
• Autonomous, with a focus on continuous learning.
• Ability to synthesize documents and communicate effectively to management.
• Convincing capability to simplify complex information.
• Focus on continuous improvement.
• Ability to work in emergency situations and prioritize tasks.
• Create and follow-up on action trackers.
• Close follow-up of Problems with effective professional communication internally and with managers at customer or partner sides.
• Create and update processes.
• Good English proficiency (all team meetings are in English, many experts are English spoken only).

Our recruitment process:

At Transatel, we strive to have an efficient global process to finalize our recruitments as quickly as possible (around 3 weeks).

Here are the different stages in the recruitment process:

• 1st HR contact by telephone.
• Interviews: A Manager / HR interview + case study (to prepare at home) + one more to present the case study.
• An online personality test.
• An HR call presenting the offer of collaboration in detail, followed by receipt of the offer by email.
• Welcome & onboarding process.
• Salary package: fixed salary + individual bonus + half-yearly profit-sharing and incentive schemes (investable in PEE or PER).
• Salary committees every 6 months.
• Up to 2 days' homeworking, 25 days' holiday + a few free days.
• CSE, company restaurant, advantageous health insurance, 50% reimbursement of the Navigo transportation pass or sustainable mobility package.

For more information, please refer to the Transatel career page: https://www.transatel.com/join-us/compensation-and-benefits/

If you've got as far as the bottom of this offer, it would be a shame to put off your application until later, so apply now!