Senior Incident and Problem Management Telco/it Freelance

il y a 1 jour

Courbevoie, France Transatel Temps plein

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)

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