Incident Manager

Orange Business; Mumbai; Hybrid; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Hybrid work environment

Professional development

Career growth

Global exposure

Job summary

Orange Business in Mumbai seeks an ITSM Analyst to own incident, problem and change management across enterprise environments. You will analyze incidents, create dashboards, drive proactive measures and ensure SLA adherence, while coordinating with cross-functional teams and customers.

Hands-on with Genesys Cloud, IP telephony and cloud infrastructure, you will contribute to process documentation and ITSM cost-saving opportunities. This role supports 24x7 operations in rotating shifts.

Qualifications

• ItIL-based ITSM expertise including Incident, Major Incident, Problem and Change Management.
• Experience with end-to-end incident ownership, prioritization, SLA management and escalation.
• Ability to lead P1/P2 incidents and coordinate cross-functional teams.
• Strong RCA, corrective/preventive action definition and tracking.

Responsibilities

• Trend analysis of incidents, service requests and predictive action.
• Prepare Incident & SR analysis dashboards and present to customers.
• Take initiatives to reduce incident/SR counts and recurring issues.
• Own problem tickets and deliver RCA for problem tickets.
• Coordinate ITSM processes with CAB meetings and documentation.

Skills

ITIL framework

Incident management

Problem management

Change management

ServiceNow

Stakeholder mgmt

Genesys Cloud

Cloud infrastructure

Tools

Genesys Cloud

ServiceNow

Job description

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.
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.