Incident and Capacity Process Owner

About the role

Incident Management :
* Coordinating deliverable for operation process Incident management, interfacing with DGPL operation OCB and OCB team
* Responsibility for ensuring adherence to company policy, process & procedures
* Interfacing with operation PO and GPL within CS&O
* Provide figures to monthly performance dashboard KPI
* Participate to monthly performance review
* Manage operation process review
* Ensure all OCB departments are following the standard process designed for OCB
* Update Process strategy in order to meet the different needs
* Deliver Process training packs
* Ensure visibility of the business and alignment with Process
* Ensure Major Incidents and Crisis are managed perfectly
* Initiate improvement plan to improve OCB operation quality
* Point of contact for certifications
* Work closely with all process owners, DGPL to improve tools supporting process
* Manage OCB transformation projects related to process
Capacity Management:
* Ensure that the process is performed in accordance with the agreed and documented process, and managing process exceptions
* Documenting and publishing the process
* Providing training to Capacity managers and different actors
* Support Capacity managers, conflicts facilitator
* Initiating proactive and reactive action to ensure that the performances and capacities of services meet their agreed targets
* Auditing and Identifying improvements to ensure that the process continues to be effective and efficient
* Interfacing with operation Delegate Global Process Leader Transition
* Defining and reviewing the measurement of the process using metrics such as key performance indicators (KPIs)
* Providing figures to monthly performance dashboard
* Participating to monthly performance review
* Managing process reviews
* Supporting Capacity management community

About you

• University degree in Computer Science/Engineering related field


• Knowledge and understanding of ITIL framework and best practices


• Excellent decision-making capabilities


• Ability to prepare and conduct meetings as well as performing necessary post meeting communications, action tracking and follow-up


• Strong interpersonal skills including strong verbal, written communication and excellent listening skills are required


• Ability to work in transversal mode


• Good knowledge of processes and tools of Orange Business Services


• ITILv4 certification is a must


• ITIL intermediate certification is a plus


• ‎3-‎5 years of experience in IT enterprise


• French language is mandatory

**Additional information

**

Department

Orange Cloud for Business

Contract

Regular