Head of IT Crisis and Problem Management

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

The Head of IT Crisis and Problem Management is responsible for leading and overseeing the strategic and operational aspects of crisis/MI and problem management within Orange Business Digital Technology. This role ensures the rapid resolution of major IT incidents, minimizes business disruption, and drives continuous service improvement across a diverse portfolio of 600+ IT business applications. As a leader, you will manage a team of experts, oversee crisis and problem management processes, and collaborate with key stakeholders to minimize disruption, manage risks, and ensure customer satisfaction. Additionally, the role includes acting as Product owner  for web and mobile projects, ensuring that these projects support business needs effectively

Responsibilities:

Leadership and Management:

• Lead and Coach: Manage a team of expert and senior Crisis and Problem Managers responsible for crisis/major incident management, problem management, emergency change management, and service improvement for over 600+ IT business applications at Orange Business Digital Technology.
• Team Development: Set team objectives, manage performance, facilitate training and development, oversee recruitment, and balance workloads to ensure high team efficiency. Ensure culture of resilience and continuous learning within the team, encouraging open communication and collaboration.
• Empowerment: Empower team members to take ownership of their areas of responsibility and encourage them to proactively contribute to crisis and problem resolution.
• OKRs and Reporting: Ensure the achievement of team OKRs with alignment of Digital technology strategic objective and provide detailed operational reporting to top management.
• Continuous Improvement: Lead regular retrospectives and business review events to drive continuous improvement and learning.
• Global Process Ownership: Serve as the Global Process Owner for Digital Technology  Major incident and Problem Management processes, ensuring consistency and effectiveness across Digital Technology organization.
• Innovation in Crisis, MI and Problem Management: Identify and implement innovative approaches and technologies to enhance the effectiveness of crisis management and problem resolution.
• Act as Product owner for our RCA portal where all Crisis,MI and problem cases are documented and followed up on.

Operational Leadership:

• Technical Leadership: Act as the technical leader in resolving IT application and service crises and managing reactive and proactive problem management across diverse application types (OSS, BSS, Enterprise) and architectures (DevOps, Cloud, Containers/Kubernetes, API, ESB, load balancers, clusters).
• Process Execution: Execute Digital Technology Crisis Management and Problem Management processes in alignment with ITIL best practices and Agility.
• Root Cause Analysis: Oversee and review Root Cause Analysis (RCA) efforts, ensuring the implementation of definitive solutions, improvement actions, and the generalization of preventive measures across systems as part of proactive problem management.
• Cross-functional Collaboration: Work closely with Orange France, CIO project teams, monitoring teams, QoS, CSMs, SDMs, performance management Design Authority, and service desk teams to ensure smooth operations and crisis resolution.
• Stakeholder Communication: Regularly communicate with key stakeholders, including business leaders, to provide updates on crisis resolution, problem management, and service improvement initiatives.
• Service Improvement: Identify and review Service Improvement Plans (SIPs) and QoS transversal projects to enhance service reliability and performance improvement.
• Reporting and Audits: Lead the creation of weekly IT QoS reviews and conduct regular audits, providing insights and updates to Digital Technology top management.
• Change Management: Collaborate with Digital Technology change management teams to ensure seamless integration of changes during crisis and outside business hours.
• Vendor Coordination: Coordinate with external vendors and third-party service providers during crises to ensure timely resolution and compliance with SLAs.
• Knowledge Management: Supervise and maintain documentation in the knowledge base to ensure accurate and up-to-date information is available to all stakeholders.

About you

Skills Profile:

• University degree in Computer Science, Engineering, or a related field.
• Excellent English language is mandatory, French language is a plus.
• Proven Management and Leadership skills with a strong track record of leading diverse teams.
• Strong coaching and mentoring abilities to develop team members and enhance performance.
• Mandatory experience in people management, with a proven ability to lead teams through complex challenges.
• 10+ years of experience in IT and enterprise applications, with a significant focus in operations.
• Excellent knowledge of ITIL best practices, with a strong focus on crisis and problem management techniques.
• Solid understanding of Agile methodologies (e.g., Scrum, Kanban, SAFe) and project management principles.
• Extensive experience in application support, architecture, and lifecycle management.
• Strong knowledge in Cloud, Containerization (Kubernetes), Operating Systems, and Databases.
• Strong interpersonal skills with excellent verbal and written communication, presentation, listening, data analysis and decision-making abilities.
• Relevant certifications, including ITIL or Agile certifications, and technical certification in at least one domain (Cloud, DevOps, Database, or Software Development).
• Kepner-Tregoe certification is a plus for structured problem-solving.

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, neurotype, 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.