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 the 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 the team and with other teams in Transatel.

1. Lead the Incident meetings, with all experts and managers required.
2. Lead the Incident Management duties, such as Detection, Communication internally and towards Clients.
3. Lead the Impact analysis and communication (with expert’s support).
4. Produce and lead the action plan and follow-up for workaround and recovery.
5. Monitor and fulfill SLAs.
6. Lead required escalations internally, with partners, and with Clients.
7. Reporting to internal Management.
8. Lead the Post Incident Report and Post Incident Report Action Plan.
9. Create and follow up on Problem tickets.
10. Ensure regular review and action plan with operational managers for urgent actions post-incident.
11. Trigger required taskforces and continuous improvement plans.
12. Monitor IM and PM performance and report on metrics, especially Contract KPIs on response time and communication handling.
13. Reporting to internal Management.

Others

• Support the manager and perform management duties when the manager is absent or out of office. First point of internal escalation.
• Create and lead delivery of REQ / Projects planned to improve IM / PM processes.
• Participate in 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 stand-up meetings with the Head of Production.
• Ensure timely preparation of all IM / PM reportings with reliable content: executive committee reports, QoS reports, Post Incident Reports and Calls, ONCALL action reports. Maintain a clear follow-up list of reliability issues.

Your Profile

• Experience as IM and PM in Telco and IT is essential.
• Strong relationship-building skills.
• Autonomous, continuous learner.
• Synthesis skills for documentation and communication to management.
• Convincing ability to vulgarize complex topics.
• Focus on continuous improvement.
• Ability to work in emergency situations, prioritize tasks.
• Create and follow-up on action trackers.
• Close follow-up of Problems and effective professional communication internally and with managers at customers or partners.
• Create and update processes.
• Proficiency in English (all team meetings are in English, many experts are English-speaking only).

Our recruitment process

At Transatel, we aim for an efficient global process to finalize our recruitments within approximately 3 weeks.

The stages include:

1. First HR contact by telephone.
2. Interviews: Manager / HR interview, a case study to prepare at home, and a presentation of the case study.
3. An online personality test.
4. An HR call to present the detailed offer of collaboration, followed by receipt of the offer by email.
5. Welcome & onboarding process.
6. Salary package: fixed salary, individual bonus, half-yearly profit-sharing, and incentive schemes (investable in PEE or PER).
7. Salary reviews every 6 months.
8. Up to 2 days' homeworking, 25 days' holiday, and additional free days.
9. CSE, company restaurant, advantageous health insurance, and 50% reimbursement of the Navigo transportation pass or sustainable mobility package.

For more information, visit our career page: https://www.transatel.com/join-us/compensation-and-benefits/

If you've read this far, don't hesitate—apply now!