Incident Manager (ref.: 340)

Main Responsibilities:

• Expertly lead the incident management process in compliance with ITIL best practices, ensuring flawless execution

• Ensure meticulous supervision of activities related to incident management to ensure smooth operation

• Ensure that Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are adhered to at all times

• Closely monitor key performance indicators (KPIs) to assess operational effectiveness

• Effectively manage escalations and complaints, facilitating interdepartmental collaboration for quick and efficient resolution

• Work closely with technical teams and other ITIL processes to ensure service continuity and stakeholder satisfaction

• In case of a major incident, trigger the Major Incident Management process and coordinate communication among stakeholders

• Produce detailed reports on incidents and conduct post-incident reviews to identify lessons learned and improvement opportunities

• Suggest continuous improvements to the incident management process and develop optimization plans to enhance operational efficiency

• Ensure process continuity in the absence of the Problem Manager and/or Change Manager to ensure uninterrupted incident management

Job Requirements:

• Minimum 3 years of relevant experience as an Incident Manager

• ITIL certified

• Good knowledge of ITSM (ServiceNow is a plus)

• Ability to work in a team and coordinate technical teams

• Effective facilitation skills

• Conflict resolution and negotiation skills

• Good listening skills and excellent communication skills

• Analytical and critical thinking

• Team player

• ITIL v4 certification

• French and English proficiency for professional use

• German and/or Luxembourgish are considered assets