Senior Incident and Problem Management Telco/IT

il y a 2 semaines

Puteaux, France Transatel | NTT Temps plein

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


General:

  • Supports manager and performs management duties when manager is absent or out of office. First point of internal escalation.
  • Create an inspiring team environment with an open communication, motivating the team to achieve organizational goals.
  • Managing the day-to-day activities of the team
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and process compliance.
  • Hold the IM/CSM PIR meetings.
  • Always participate to the support stand up meetings.
  • Together with manager conducts team meetings (as stand-up meetings) to ensure continuous teamwork, update members on best practices and continuing expectations.
  • 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.
  • Provides quality of IM/PM service, and support to Team to effectively handling customer complaints.
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
  • Create and Lead delivery of REQ/Projects planned to improve IM/PM process.
  • Monitor IM and PM performance and report on metrics. Especially monitor Contract KPIs on response time and communication handling.
  • Collaborative approach with other teams to create workshops and internal knowledge sharing session between Teams.
  • Support plans to develop technical skills and Soft skills of each team member.


Client Service Management:

  • Work continuously and effectively with CSM Team Leader to leverage quality of service, efficient, well-organized collaboration between IM/PM and CSMs
  • Support escalation of internal/external experts in emergency situations
  • Support qualification and escalation of problems to engineering/R&D department
  • Ensure that all PIR reports are provided in due time and with reliable content to CSMs.


Change Management:

  • Work continuously and effectively with Change Manager for well-organized ECABs.
  • CAB Member, control, challenge, and validate operations.
  • Work closely with CM to improve Change Management process and Reduce impact of operations via Post Operations analysis (PIRAPs on changes)



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)

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