POSITION : Incident Management Supervisor

REPORTING TO : NOC Manager

DEPARTMENT : Technology

PURPOSE OF THE JOB

Providing support to ensure an efficient incident management process in all operational activities and initiating appropriate crisis management processes wherever needed.

KEY ACCOUNTABILITIES

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents, according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Engaging all responsible teams to resolve the incidents while maintaining the SLA.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Initiating crisis management process wherever needed.

Minimum Requirements

• Bachelor’s degree in Science/information technology, engineering, or a related field.
• At least three years experience working in network/Technology service management, or a similar role.
• Strong knowledge of Telecom fundamentals and IT networks.
• Experience working on various monitoring tools related to IT systems such as SolarWinds, Centreon, NMS, and Incident management tools.
• Excellent communication and interpersonal skills and ability to collaborate with team members, also other peer departments.
• Ability to analyze Incidents, customer complaints and KPIs to understand the route cause and develop a plan to stop recurrence.
• Strong problem-solving, analytical, and ready to work any time whenever necessitates.

JOB SPECIFIC COMPETENCIES

• Proficient in operating Desktop tools
• Network and IT Architecture
• Networks, IT, and services security
• Non-real time analysis
• Crisis management
• Change management
• Incident management
• Resolving complex incidents
• Communication skills
• Performance analysis
• Service management
• Team working

To apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to hr.olr@orange.com

Due to the urgency of the role, interviews will be done on a rolling basis.

Deadline for receipt of applications: October 21, 2022 at 5:30 p.m.

Please note the following:

• Only short-listed candidates will be contacted
• Female applicants are highly encouraged to apply.