Incident Manager

Incident Manager

Languages : French & English

Location : Luxembourg

Responsibilities:

• Incident Detection & Classification: Identify and categorize incidents, including outages, service degradations, or security events.
• Prioritization & Escalation: Assess impact, urgency, sensitivity, and risk exposure to prioritize effectively; escalate when resolution exceeds predefined thresholds.
• Central Coordination: Serve as the single point of contact for incident management across technical and operational teams.
• Response & Resolution: Execute incident response plans, drive resolution efforts, and ensure timely restoration of services in line with SLA targets.
• Stakeholder Communication: Maintain clear, transparent, and timely communication throughout the incident lifecycle.
• Post-Incident Analysis: Conduct root cause investigations and recommend preventive actions to minimize recurrence.
• Documentation & Reporting: Record incident timelines, actions, and outcomes; generate performance reports, including trends, metrics, and SLA compliance.
• Process Improvement: Continuously review and enhance incident management practices to increase efficiency and resilience.
• Data Analysis: Analyze incident data to identify systemic improvements and support backlog reduction for support teams.

Profile :

• Bachelor’s degree in Computer Science, Information Technology, or a related field; a master’s degree is a plus.
• 7+ years of experience in IT Incident Management within complex, large-scale environments.
• Strong ability to coordinate cross-functional teams, manage high-impact incidents involving business risks, and make data-driven decisions.
• Deep understanding of ITIL4 framework, especially Incident and Problem Management.
• Proficiency with ServiceNow and familiarity with monitoring, logging, and service desk tools.
• Excellent analytical skills for impact assessment and root cause identification.
• Experience in financial services or similarly regulated sectors is highly desirable.
• Fluent in English and French, with strong communication skills to engage stakeholders at all levels.

Interested in this opportunity? Feel free to apply or send us your updated CV at [email protected] and [email protected]