CTIO Crisis and Problem Management Business Analyst

Job description / Role

About the role

Job Purpose:

• Align with different CTIO transversal teams on improvements and business enhancements.
• Contribute on behalf of the Crisis and Problem Management team on the Quality-of-Service program with business partners.
• Become the Product Owner for the RCA Portal.
• Drive proactive problem management across CTIO high critical applications.
• Drive and manage any business impacting incident using the defined process of Major Incident Management, which requires a sense of business, authority, and excellent communication skills.
• Develop and support the ITIL problem management process and agreed procedures, aiming to minimize the adverse impact of incidents and problems to the business.
• Major Incident Management role into application service restoration.

Key Tasks and Responsibilities:

• Analyze CPM dashboard report to determine gaps and enhance QoS on CTIO applications and platforms.
• Consult transversally with CTIO CSMs and SDMs to enhance applications and processes QoS.
• Follow up on CTIO enhancements application projects with business partners.
• Guide RCA portal development team to achieve business requirements.
• Enhance growth of RCA portal users and analyze its usage and data.
• Drive and manage CTIO application crises.
• Execute Problem Management process based on ITIL processes for CTIO applications (500+ applications).
• Drive problem resolution activity in coordination with the software factory, infrastructure, engineering, suppliers, and parallel problem management teams as required.
• Build Root Cause Analysis (RCA) and manage the implementation of definitive solutions.
• Generalize preventive actions across systems by providing proactive problem management.
• Proactively analyze output from monitoring and supervision tools, Genergy, RCA portal, and application response time and performance study.
• Present and explain the resolved RCA documents in the CTIO control committee.
• Act as CTIO change manager after normal business hours.

About you

Skill Profile:

• 10 years of experience in Application/IT enterprise.
• Application support, architecture, and life cycle knowledge.
• Knowledge and understanding of ITIL framework and best practices.
• Excellent decision-making capabilities.
• Intermediate knowledge about operating systems, databases, networks, coding, hardware, and monitoring.
• Ability to prepare and conduct meetings as well as perform necessary post-meeting communications, action tracking, and follow-up.
• Strong interpersonal skills including strong verbal, written communication, and excellent listening skills are required.
• Technical certifications.
• Understanding of Lean, Quality Loops, and Six Sigma.
• Scrum Master/SAFe certificate is a plus.
• Good understanding of different project management frameworks.
• Good understanding of analysis methods.

Educational background:

• University degree in Computer Science or Engineering related field.

Department

Chief Technology Info Office

Orange Business is 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 Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.