Incident Manager

Orange; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Global Opportunities

Flexible Work Environment

Professional Development

Career Growth

Health and wellbeing programs

Job summary

Orange Business is seeking an ITSM enablement specialist to join our global team. You will own incident, problem and change management processes across enterprise production environments. Hands-on experience with Genesys Cloud Contact Center solutions and ServiceNow or equivalent ITSM platforms is essential.

You will analyze incidents, drive RCA, and coordinate across L1–L3 teams. The role requires excellent communication, governance, and delivering dashboards and reports for stakeholders and

Qualifications

• ITIL-based ITSM experience across incidents, problems and changes.
• Proven track record with ITSM tools (ServiceNow) and reporting.
• Experience with incident lifecycle, RCAs and governance.

Responsibilities

• Own ITSM incident, problem, and change management processes.
• Lead RCA, drive permanent fixes and cost-saving opportunities.
• Coordinate L1–L3 teams and stakeholders to resolve issues.
• Prepare dashboards and CAB presentations for customers.
• Ensure SLA/SLO adherence and manage ticket aging.
• Document ITSM processes and update process diagrams.

Skills

ITIL framework

Incident management

Problem management

Change management

Root cause analysis

Stakeholder communication

Cross-functional coordination

SLA management

Tools

ServiceNow

Genesys Cloud

Job description

Orange Business is here!

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Key SPOC for

• Trend Analysis of Incidents, Service requests and predictive action.
• Preparing Incident & SR analysis dashboard and present to customer.
• Take initiatives to bringdown incident/SR counts
• Analyzing root cause of repetative Incidents and take proactive measures
• Task distribution, Follow up on Ageing tickets & Escalation to appropriate stakeholders.
• Ensure tickets are addressed within agreed SLA/SLO.
• Preparing & Presenting change tickets in CAB meetings
• Own problem tickets and Delivering RCA for Problem tickets.
• Creating , developing and improving required documentation such as process flow diagrams, process detailed documentations , roles/responsibilities, presentations, gap analysis reports etc.
• Responsible for the documentation of the ITSM Process integration across processes
• Assist Operation manager in preparing dashboards & reports by providing key inputs.
• Ensuring ITSM process documentation related deliverables to Service Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
• Understands foundational concepts and able to navigate the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.
• Supports Operation Management in the efforts to gather and create ITSM Process requirements for process improvements.
• Contribute to Operation Managers on the analysis and recommendations for ITSM Process cost saving opportunities.

Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that details pros, cons and risks

About you

Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments., preferably in enterprise or financial-services environments

Additionally essential knowledge of IP telephoney, Contact Center environment, Recording & Cloud infrastructure.

• ITIL-based IT Service Management expertise with strong understanding of Incident, Major Incident, Problem and Change Management processes.
• Incident Management: End-to-end ownership of incidents, including prioritization, SLA management, escalation, stakeholder communication and timely resolution.
• Major Incident Management: Ability to lead P1/P2 incidents, coordinate technical bridge calls, drive cross-functional teams and maintain clear executive/customer communications.
• Problem Management: Strong capability to drive Root Cause Analysis (RCA), identify recurring incidents, define corrective/preventive actions and track permanent resolution.
• Change Management: Experience managing the complete change lifecycle, including RFC creation, impact/risk assessment, approvals, implementation planning, CAB coordination, validation and post-implementation review.
• ITSM Tools & Reporting: Hands-on experience with ServiceNow or equivalent ITSM platforms, including incident, problem, change, SLA, CMDB and reporting capabilities.

Cross-functional Technical Coordination: Ability to coordinate L1/L2/L3 teams, application, network, infrastructure, telephony, security, vendors and business stakeholders to resolve complex production issues.

• Governance, Compliance & Risk: Strong understanding of change governance, emergency changes, audit requirements, operational controls, risk assessment and adherence to defined ITSM processes.

Communication & Stakeholder Management: Excellent verbal and written communication skills with the ability to provide executive-level status updates, incident summaries, RCA reports, management dashboards and operational reviews.

Position will require to work in rotational shifts to support 24 * 7 operations /project assigments

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

What we offer

Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.

Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).

Professional Development: training programs and upskilling/re-skilling opportunities.

Career Growth: Internal growth and mobility opportunities within Orange.

Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.

Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.