Incident Manager

Description de la mission

Incident Manager
CTG IT Solutions is an IT Services Company dedicated to European Institutions. We are currently hiring a Incident Manager, to join the multicultural team of a prestigious European Institution in Luxembourg.
The Practice Manager is responsible for the day-to-day execution and continuous improvement of ITIL practices related to Incident Management and Event & Monitoring Management.
Working within the practice owners, the role ensures the effective application of defined processes, contributing to service stability, operational efficiency, and improved service reliability.
Responsibilities:
Operational Management & Incident Handling:
Ensure daily follow-up and coordination of incidents in line with SLA targets
Support and coordinate major incident handling and operational communication
Organise and document Post-Incident Reviews (PIRs)
Identify recurring incidents and propose corrective actions
Ensure accuracy, quality, and traceability of ServiceNow records
Event & Monitoring Management:
Monitor alerts and ensure timely and effective response
Improve monitoring relevance by reducing noise and refining thresholds
Collaborate with technical teams to enhance proactive detection and prevention
Contribute to defining and maintaining service health indicators
Continuous Improvement & ITIL Practices:
Apply ITIL best practices related to Incident and Event Management
Maintain operational procedures, runbooks, and knowledge documentation
Track improvement actions resulting from incident analysis and PIRs
Support continuous improvement initiatives to increase service reliability
Reporting & Coordination:
Produce operational reports and performance indicators
Analyse incident trends and highlight operational risks
Work closely with the senior Practice Manager on structural improvements
Your Profile:
Experience:
3-6 years of experience in IT Operations, L2/L3 support, or IT Service Management
Practical experience managing incidents in production environments
Good understanding of ITIL practices, especially Incident Management
Experience with ITSM and monitoring tools
Experience in structured or regulated environments is an advantage
Key Competencies:
Strong analytical and problem-solving skills
Excellent leadership, communication, and stakeholder management abilities
Autonomous, structured, and pragmatic mindset
Ability to prioritise and perform under pressure
Clear communication with technical and business stakeholders
Continuous improvement mindset
Fluency in English & French (both written and spoken)
ITIL foundation certification mandatory, higher ITIL certifications as an asset
Our Offer:
An attractive salary package with or without a company car
5 additional vacation days each year
A dedicated training program with personal development plans
Extra-legal advantages (IT material, banks, …)
Regular events with the CTG team : learning lunchs, team buildings, fun events, Xmas, Marathons, …
Are you ready to become part of a dynamic team with a clear focus on growth and excellence? Apply now and take the first step towards a fulfilling career with CTG IT Solutions.
Please note that a criminal record check will be required for this position.
Description société
CTG is an international IT solutions and services company, back over 50 years of experience.

CTG IT Solutions, part of the CTG Group is dedicated specifically to the European Institutions. More than 200 colleagues are working within multicultural teams in Brussels, Luxembourg, and Strasbourg.
We provide to the European Institutions all kind of IT services, such as IT Service Management (ITSM) like Service Desk and Helpdesk or infrastructure services, but also Application Solutions (Analysis, Development, Maintenance & Project Management) and Test Management. No fewer than 27 nationalities share their expertise and learn from each other.

Our goal? Keep on growing, in a serene and pragmatic way, preserving our philosophy of proximity and cooperation. Certified “Best Workplace in 2021”, we advocate multiculturalism, regular monitoring and open communication.

Our projects with European Institutions are unique. You are an IT professional looking for a challenging position in an international and multi-cultural environment ? Join CTG ! As your career evolves, you will receive steady support from a well-established and growing company, that is seeking your talent !
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