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. Manage incident duties, including detection, internal communication, and communication with clients.
3. Lead impact analysis and communication (with expert support).
4. Develop and lead action plans for workarounds and recovery.
5. Monitor and fulfill SLAs.
6. Handle required escalations internally, with partners, and with clients.
7. Report to internal management.
8. Lead the creation of Post Incident Reports and action plans.
9. Create and follow up on Problem tickets.
10. Conduct regular reviews and develop action plans with operational managers for urgent post-incident actions.
11. Trigger required taskforces and continuous improvement plans.
12. Monitor IM and PM performance, report on metrics, especially contract KPIs related to response time and communication handling.

Others

• Support the manager and perform management duties in the manager's absence. Serve as the first point of internal escalation.
• Create and lead delivery of requirements and projects planned to improve IM / PM processes.
• Participate in operations support stand-up meetings.
• Generate and share comprehensive reports on activities, objectives, and deadlines.
• Participate in weekly Run Management calls and stand-up meetings with the Head of Production.
• Ensure timely preparation of all IM / PM reports, including executive committee reports, QoS reports, Post Incident Reports, and Call Reports, with reliable content and a clear follow-up list of issues.

Your Profile:

• Experience as IM and PM in Telco and IT industries is essential.
• Strong relationship-building skills.
• Autonomous with a focus on continuous learning.
• Ability to synthesize information for documentation and communication to management.
• Convincing communication skills, capable of vulgarization.
• Focus on continuous improvement.
• Ability to work effectively in emergency situations and prioritize tasks.
• Proficient in creating and following up on action trackers.
• Close follow-up on problems and effective professional communication internally and with managers at customer or partner sides.
• Ability to 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 to complete our recruitment process efficiently within approximately three weeks.

The stages include:

1. Initial HR contact by telephone.
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 offer of collaboration in detail, followed by receipt of the offer by email.
5. Welcome & onboarding process.
6. Salary package includes a 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 a few additional free days.
9. Benefits include 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 delay—apply now!