**Votre rôle** -------------- Key Tasks and Responsibilities: * Identifies trends and potential problem sources by reviewing Incident and problem analysis. * Open chronic and problem records based on ITIL definitions, monitor and track the progress until closure * Work with all internal technical teams, service management and external stakeholders like customer, 3rd party “vendors and carriers” * Follows up issues and progress with problem owners where necessary * Prevents the replication of problems across multiple systems * Drive all problems towards root cause identification and permanent fix * Responsible for publishing Known\-Errors discovered during problem investigation. * Responsible for creating or suggesting RFC for permanent resolution of identified known\-errors. * Maintains inventory of problems under analysis and their current progress by updating a problems tracker as well as KEDB * Produces periodic problem management reports in addition to any related information requests by customer, account team or management. * Problem manager creates and discuss the technical content of RCA report, with all SMEs Using innovative approach and different RCA techniques, problem manager works to prevent the recurrence of issues by identifying the root causes and driving the problems towards permeant fix, in coordination with all supporting entities. **Votre profil** ---------------- **Skills / Qualifications:** * Good time management, and organizational skills * Good interpersonal and communication skills * Proactive, self\-motivated and determined attitude * Problem solving \& Data analytical skills * Good presentation skills * Good negotiation skills * Customer Oriented Attitude * Ability to work on out of business hours, based on customer requests * Fluent in both spoken and written English * Team Spirit ¿Educational background: * Bachelor degree in telecommunications field * CCNA certified is a must * ITIL Certified is preferred * CCNP knowledge is preferred ¿Professional Experience: * 3\+ years’ experience in a service provider network environment **Le plus de l'offre** ---------------------- Role Purpose:\- As a Problem Manager * Single point of contact for one or more problems * Responsible for ownership and coordination of actions of those problems * To analyze root cause, identify Known Error and coordinating actions to fix the error. * To review the Problem Trends and Planning and Driving Improvement Plan * To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams. **Entité** ---------- Global Delivery \& Operations 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 **Contrat** ----------- CDI