Incident Process Owner

About the role

Orange Business is seeking an experienced Incident Process Owner to lead and continuously improve its incident management lifecycle. The role ensures swift resolution, effective escalation, and alignment with business objectives across a global environment.

Key responsibilities

• Define and govern the incident management process scope, charter, policies, standards, and strategy.
• Establish and maintain the RACI matrix for L1‑L3 teams and stakeholders.
• Design and manage the incident escalation process, including criteria, levels, and communication protocols.
• Govern SLAs, OLAs, and related contracts, driving remediation when needed.
• Coordinate with problem, change, knowledge, event, and asset/configuration management for seamless handoffs.
• Maintain incident prioritization, categorization models, request catalog, and approval matrices.
• Lead Major Incident governance, define criteria, roles, communication, and conduct post‑incident reviews.
• Monitor KPIs/OKRs (MTTA, MTTR, FCR, backlog health) and drive continuous improvement.
• Manage an improvement backlog, quarterly roadmap, and risk mitigation plans.
• Standardize incident communication protocols and deliver training to teams.
• Oversee vendor and outsourcer performance, define tooling requirements, participate in UAT, and validate releases.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or related field (advanced degree preferred).
• 7+ years of experience in IT Service Management with a focus on incident management.
• Strong leadership, process expertise, and stakeholder management abilities.

Required skills

What we offer

• Opportunity to work in a global, dynamic environment with over 30,000 colleagues.
• Exposure to complex, cross‑regional digital solutions.
• Professional development and continuous improvement culture.