CTIO Crisis and Problem Management Business Analyst.
ref :583105 | 13 Mar 2025
apply before : 11 Jun 2025
CityStars, Cairo, Égypte - Egypt
about the role
Job Purpose: Align with different CTIO transversal teams on improvements and business enhancements. Contribute on behalf of Crisis and problem management team on Quality-of-Service program with business partners. Become the Product Owner for 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 require sense of business, authority and excellent communication skills. Develop and support the ITIL problem management process and agreed procedures, aiming to minimizing the adverse impact of incidents and problems to the business. Major Incident Management role into application service restoration
Key Tasks and Responsibilities:
Analyse CPM dashboard report to determine gaps and enhance QoS on CTIO applications & 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 Dev team to achieve business requirements. Enhance growth of RCA portal users and analyse its usage and data. Drive and manage CTIO application Crises Execute Problem Management process based on ITIL processes for CTIO applications (500+ application). Driving problem resolution activity in coordination with Software factory, Infrastructure, Engineering, Suppliers, and parallel problem management teams as required. Build Root Cause Analysis (RCA) and manage the implementation of definitive solutions. Generalizing preventive actions across systems by providing Proactive Problem Management. Proactively analysing output from monitoring/supervision tools Genergy, RCA portal and application response time/performance study. Present and explain the resolved RCA documents in the CTIO control committee. Act as CTIO change manager after the normal business hours.
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, Database, Network, Coding, hardware and Monitoring. Ability to prepare conduct meetings as well as performing 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 plus. Good understanding of different project management Framework. Good understanding of analysis methods. Global opportunities: Work in multi-national teams with the 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
department
Chief Technology Info Office
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability 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: don't hesitate to tell us about your specific needs.
4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees
