Incident and Process Manager

Location: Orlando, United States of America

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.

When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes.

Incident & Process Manager

Orlando, FL (Onsite)

Position Summary

Thales is looking for a TechOps Incident and Process Manager (IPM) describes and overlooks the way the TechOps Support and Operations teams apply Incident, Availability, Problem and Change management processes. IPM consolidates, harmonize and oversees the TechOps service KPIs. IPM closely monitors support tickets for trends, workflow efficiency and process enhancements. IPM gets involved in root cause and corrective actions to ensure best practices are used and ensures lessons learned are embedded in the TechOps process closely working with TechOps management.

In this position you are also responsible for the efficiency of TechOps processes and ensuring best practices in Incident management. In addition, will analyze workflows and be responsible for change management process for TechOps.

Key Areas of Responsibility

• Services Management Reporting and Communication; Ensure the implementation of Monthly Steering Committee with KPIs (Change, Incidents, Problems, Main events, SLAs); Define and keep up to date escalation matrix for each service.
• Perform regular incident simulation for critical services; Ensure L1 team has the necessary tools to perform their job efficiently and free of mistakes; Training of newcomers on incident management processes.
• Incident Management: Ensure the day to day good interworking between L1, L2 and SME across different sites; Ensure Documentation and reporting during the incident process; Follow up on incidents with partners and 3rd parties; Provide incident chronology when required; Follow up on RCA with providers; Organization and follow up of incidents backlog.
• Metrics & SLA alignment Align and improve Metrics in process (incidents, availability, Time to response, …); Align and improve SLA Management: customer SLA vs. providers OLA.

Minimum Qualifications

• Bachelor degree in field of computer science.
• Minimum 5+ years of experience in Information Technology and ITIL certification.
• Proven experience in NOC change management and process implementation and in systems monitoring and long term trending of SLA, performance and sizing metrics.
• Excellent knowledge of enterprise network technology, and expertise with ITIL standards with the ability to operate with sensitivity, confidentiality and discretion.
• Ability to write and communicate effectively with/to team members and key stakeholder.
• Prior experience working effectively with team members and cross functional teams.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

• Schedule: May be required to work off-set shifts to provide support across US time zones.
• Physical Environment: Typical Office environment.
• Travel: 15% Very limited travel potentially to other Thales manufacturing sites in France, India and Singapore.
• Regulatory Compliance Requirements: None.

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: 

• Elective Health and Dental plans. 
• Retirement Savings Plan with a company contribution and a match, and without vesting period. 
• Company paid holidays, vacation days, and paid sick leave. 
• Company provided Life Insurance.

Why Join Us?

Say HI and learn more about working at Thales click here.

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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [email protected].