{"id":1952869,"url":"https://alion.io/job/orange-incident-manager-2","title":"Sr Technical Consultant - Genesys","company":{"id":52882,"name":"Orange","domain":"orange.com","url":"https://alion.io/company/orange-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Navi Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-06T10:27:47Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-10T23:08:10Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":3},"description":"Publication date : Sep 29, 2026, 12:00AM\nAbout usJoin us at Orange Business!\nWe 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.\nEvery 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.\nAbout the roleKey SPOC for\nTrend Analysis of Incidents, Service requests and predictive action.\nPreparing Incident & SR analysis dashboard and present to customer.\nTake initiatives to bringdown incident/SR counts\nAnalyzing root cause of repetative Incidents and take proactive measures\nTask distribution, Follow up on Ageing tickets & Escalation to appropriate stakeholders.\nEnsure tickets are addressed within agreed SLA/SLO.\nPreparing & Presenting change tickets in CAB meetings\nOwn problem tickets and Delivering RCA for Problem tickets.\nCreating , developing and improving required documentation such as process flow diagrams, process detailed documentations , roles/responsibilities, presentations, gap analysis reports etc.\nResponsible for the documentation of the ITSM Process integration across processes\nAssist Operation manager in preparing dashboards & reports by providing key inputs.\nEnsuring ITSM process documentation related deliverables to Service Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes\nUnderstands foundational concepts and able to navigate the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.\nSupports Operation Management in the efforts to gather and create ITSM Process requirements for process improvements.\nContribute to Operation Managers on the analysis and recommendations for ITSM Process cost saving opportunities.\nIdentifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that details pros, cons and risksAbout youHands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments., preferably in enterprise or financial-services environments\nAdditionally essential knowledge of IP telephoney, Contact Center environment, Recording & Cloud infrastructure.ITIL-based IT Service Management expertise with strong understanding of Incident, Major Incident, Problem and Change Management processes.\nIncident Management: End-to-end ownership of incidents, including prioritization, SLA management, escalation, stakeholder communication and timely resolution.\nMajor Incident Management: Ability to lead P1/P2 incidents, coordinate technical bridge calls, drive cross-functional teams and maintain clear executive/customer communications.\n Problem Management: Strong capability to drive Root Cause Analysis (RCA), identify recurring incidents, define corrective/preventive actions and track permanent resolution.\nChange Management: Experience managing the complete change lifecycle, including RFC creation, impact/risk assessment, approvals, implementation planning, CAB coordination, validation and post-implementation review.\nITSM Tools & Reporting: Hands-on experience with ServiceNow or equivalent ITSM platforms, including incident, problem, change, SLA, CMDB and reporting capabilities.\nCross-functional Technical Coordination: Ability to coordinate L1/L2/L3 teams, application, network, infrastructure, telephony, security, vendors and business stakeholders to resolve complex production issues.Governance, Compliance & Risk: Strong understanding of change governance, emergency changes, audit requirements, operational controls, risk assessment and adherence to defined ITSM processes.\nCommunication & Stakeholder Management: Excellent verbal and written communication skills with the ability to provide executive-level status updates, incident summaries, RCA reports, management dashboards and operational reviews.Position will require to work in rotational shifts to support 24 * 7 operations /project assigmentsYou bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.\nWhat we offerGlobal Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.\n Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).\nProfessional Development: Training programs and upskilling/re-skilling opportunities.\nCareer Growth: Internal growth and mobility opportunities within Orange.\nCaring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.\n Reward Programs: Employee Referral Program, Change Maker Awards.\nOnly your skills matterRegardless 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.At Orange, only your skills matter.\nRegardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.","description_format":"text","description_chars":5914,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Telecom Infrastructure","Managed Security","Systems Integrators"],"lifecycle":[{"event":"reopen","at":"2026-10-07T22:39:29Z"},{"event":"close","at":"2026-10-08T09:20:41Z"},{"event":"reopen","at":"2026-10-08T11:49:25Z"},{"event":"close","at":"2026-10-08T14:25:23Z"},{"event":"reopen","at":"2026-10-08T17:23:38Z"},{"event":"close","at":"2026-10-10T11:33:40Z"},{"event":"reopen","at":"2026-10-10T14:23:01Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.662,"p_room":0.55,"age_days":3,"expected_fill_days":3,"reasons":["conf:3","velocity","win:tail","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/orange-incident-manager-2","json_url":"https://alion.io/job/orange-incident-manager-2.json","meta":{"generated_at":"2026-10-11T01:58:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3002,"day_limit":5000,"remaining_today":1998,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52882},"rest":"https://alion.io/mcp/rest/get_company?id=52882"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Forange-incident-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Forange-incident-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Forange-incident-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/orange-incident-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Forange-incident-manager-2"}]}