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

JR France; Île-de-France; Sur place; EUR 55 000 - 75 000; Plein temps

Résumé du poste

Une entreprise moderne dans le domaine des télécommunications recherche un Senior Incident Manager et Problem Manager pour optimiser la gestion des incidents. Le candidat idéal devra posséder une solide expérience en management, des compétences en communication et une approche axée sur l'amélioration continue. Il/elle dirigera les activités de l'équipe, en établissant des contacts avec les clients et en produisant des rapports détaillés sur les performances.

Prestations

Possibilité de télétravail jusqu'à 2 jours

25 jours de congés + quelques jours libres

Restaurant d'entreprise

Assurance santé avantageuse

Remboursement à 50% du pass Navigo

Qualifications

• Expérience en tant qu'IM et PM dans le secteur des télécommunications et de l'informatique.
• Capacité à travailler en situation d'urgence et à prioriser les tâches.
• Anglais courant requis.

Responsabilités

• Diriger les réunions d'incidents et gérer les responsabilités de gestion des incidents.
• Produire et diriger le plan d'action et le suivi des incidents.
• Rédaction de rapports internes sur la gestion des incidents.

Connaissances

Autonomie

Analyse

Communication efficace

Amélioration continue

Description du poste

Social network you want to login/join with:

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Client:

TRANSATEL (an NTT company)

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

59474956056841420832760

Job Views:

2

Posted:

05.06.2025

Expiry Date:

20.07.2025

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Job Description:

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.

• 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
• 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)

Our recruitment process :

At Transatel, we strive to have an efficient global process to finalise 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:

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!