Incident & Change Manager - AL

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

As the Incident & Change Manager, you will be the primary contact for our customers regarding critical incidents, playing a pivotal role in ensuring client satisfaction and service excellence while driving the efficiency of incident and change management processes.• Serve as the primary contact for customers regarding critical incidents and sensitive site management.• Maintain an in-depth understanding of client solutions and architecture, sharing relevant information with the NSOC team.• Monitor and follow up on major incidents, collaborating with Technical Leads for resolutions as needed.• Manage customer escalations and ensure compliance with Service Level Agreements (SLA).• Proactively identify long incident tickets and maintain an optimal backlog to ensure efficient incident resolution.• Generate regular reports on incident management metrics, detailing critical incidents for review by relevant stakeholders.• Assist fellow Incident and Change Managers with daily reporting and related tasks.• Conduct audits of tickets and technical processes to ensure adherence to established protocols.• Update the team's competency matrix and facilitate training initiatives for continuous skill enhancement.• Explore automation opportunities to improve workflows utilizing internal automation tools. 

About you

You possess a degree in IT or Computer Science and bring over three years of experience in NOC operations. Proficient in ITIL processes and customer relationship management, you excel in technical troubleshooting and possess strong presentation skills. Your knowledge of network components and systems enhances your capability to handle client escalations and contribute to team success.Your professional skills:• Demonstrates proficiency in ITIL processes and standards crucial for effective service management.• Possesses comprehensive knowledge of support/service organization models that enhance operational efficiency.• Exhibits strong skills in customer relationship management to foster positive client interactions.• Has a solid understanding of the TCP/OSI model and associated protocols, facilitating effective troubleshooting.• Is knowledgeable about network components, including routers, switches, firewalls, and servers, to support technical investigations.Your soft skills:• Communicates clearly and effectively with clients and team members, ensuring seamless information sharing.• Exhibits strong analytical skills to effectively troubleshoot complex incidents and develop solutions.• Manages time efficiently, prioritizing tasks to meet deadlines in dynamic environments.• Collaborates effectively with cross-functional teams to solve problems and share insights.• Demonstrates a proactive and determined attitude towards personal and professional development. 

At Orange, we are dedicated to fostering an engaging and innovative work environment. We aim to provide a platform for your skills and ambitions to thrive, supporting your professional growth while collectively delivering exceptional service to our clients and ensuring their satisfaction.

What we offer

The benefits of being Orange

 

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

 

Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

 

• Medical plan
• Dental plan
• Life insurance
• Meal allowance
• Transportation allowance
• Bonus plan
• Gympass
• Day care
• Private pension fund
• Birthday gift (day off)
• Give a day, get a day (day off)
• Maternity Leave (6 months + 1.5 year of teleworking)
• Paternity Leave (15 days + 5 months and 15 days of teleworking)
• Orange Employee Solutions (psychological and legal assistance)
• Shiatsu
• Labor gymnastic
• Teleworking Reimbursement
• Flexibility
• Friendly and caring environment
• Global work environment. 

 

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.