Head of IT Crisis and Problem Management

About the role

The Head of IT Crisis and Problem Management leads the strategic and operational aspects of crisis, major incident and problem management for Orange Business Digital Technology, ensuring rapid resolution of major IT incidents and continuous service improvement across a portfolio of 600+ applications.

Key responsibilities

• Lead and coach a team of Crisis and Problem Managers responsible for major incident, problem and emergency change management across 600+ IT applications.
• Act as Global Process Owner for Digital Technology Major Incident and Problem Management, ensuring consistent processes and continuous improvement.
• Drive root‑cause analysis, oversee implementation of corrective actions and preventive measures, and report to senior management.
• Coordinate with vendors, change management, and cross‑functional teams to minimise service disruption.

Required profile

• University degree in Computer Science, Engineering or related field; fluent English (French a plus).
• 10+ years of IT and enterprise application experience with proven people‑management and leadership skills.
• Strong knowledge of ITIL, Agile methodologies and extensive experience in application support, architecture and lifecycle management.

Required skills

• ITIL best practices
• Agile methodologies (Scrum, Kanban, SAFe)
• Cloud platforms
• Kubernetes and containerization
• Operating systems and databases
• Crisis and problem management
• Application support and architecture
• Lifecycle management

What we offer

• Global opportunities to work with multinational teams and customers.
• Flexible hybrid working model with remote and office options.
• Professional development programmes, training and internal mobility.
• Health, well‑being and diversity & inclusion initiatives.