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 incident meetings with all required experts and managers.
2. Lead incident management duties, including detection, internal communication, and client communication.
3. Lead impact analysis and communication (with expert support).
4. Produce and lead action plans and follow-ups for workarounds and recovery.
5. Monitor and fulfill SLAs.
6. Handle escalations internally, with partners, and with clients.
7. Report to internal management.
8. Lead the post-incident report and action plan.
9. Create and follow up on problem tickets.
10. Ensure regular review and action plans with operational managers for urgent post-incident actions.
11. Trigger required task forces and continuous improvement plans.
12. Monitor IM and PM performance and report on metrics, especially response times and communication handling KPIs.

Others

• Support the manager and perform management duties in their absence; act as the first point of internal escalation.
• Create and lead delivery of requests/projects to improve IM/PM processes.
• Participate in operations support stand-up meetings.
• Generate and share detailed reports about activities, objectives, and deadlines.
• Participate in weekly run management calls and stand-ups with the Head of Production.
• Prepare all IM/PM reports timely and reliably, including executive, QoS, post-incident, and on-call reports, with 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 with a focus on continuous learning.
• Ability to synthesize information for documentation and management communication.
• Convincing communication skills, capable of vulgarization.
• Focus on continuous improvement.
• Ability to work in emergencies and prioritize tasks.
• Create and follow up on action trackers.
• Close follow-up of problems with effective professional communication internally and with managers at customer/partner sides.
• Create and update processes.
• Proficiency in English, as all team meetings are conducted in English and many experts are English-speaking only.

Our recruitment process :

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

Stages include:

1. Initial HR contact by phone.
2. Interviews: a 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, followed by email receipt of the offer.
5. Onboarding process.

Compensation includes fixed salary, individual bonus, semi-annual profit-sharing, and incentive schemes (investable in PEE or PER). Salary reviews occur every 6 months. Benefits include up to 2 days of homeworking, 25 days of holiday plus additional days, CSE, company restaurant, health insurance, and transportation reimbursements.

For more information, visit: Transatel career page.

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