Incident Manager IT

Description de la mission

Incident Manager IT
We are seeking an experienced IT Incident Manager to join our dynamic team and handle critical IT incidents within our organization. You will be responsible for coordinating and managing incidents to minimize their impact on the business while ensuring quick and effective resolution. You will work closely with technical teams, stakeholders, and support teams to maintain a reliable and high-performing IT infrastructure.
Key Responsibilities
Incident Management: Oversee the management of IT incidents throughout their lifecycle, from identification to resolution, ensuring incidents are addressed within defined timelines and priorities.
Team Coordination: Coordinate technical teams (support, development, infrastructure) to ensure swift resolution of incidents while maintaining smooth communication among stakeholders.
Monitoring and Reporting: Provide detailed reports on major incidents, recurring trends, and resolution actions. Present regular updates to management on the performance of the incident management processes.
Root Cause Analysis: Conduct post-incident analyses (Root Cause Analysis) to identify the underlying causes of recurring incidents and recommend corrective and preventive actions.
Escalation Management: Handle escalations of critical incidents, coordinate necessary actions to minimize operational impact, and maintain service continuity.
Continuous Improvement: Identify opportunities to improve incident management processes and implement enhancements to optimize resolution times, reduce recurring incidents, and improve user satisfaction.
Crisis Management and Service Continuity: Establish procedures to manage major incidents or crises, including service continuity plans in the event of failures.
Performance Monitoring: Track key performance indicators (KPIs) to assess the effectiveness of incident management and adherence to Service Level Agreements (SLAs).
Required Skills and Qualifications
Technical Skills:
Expertise in incident management following ITIL best practices (ITIL v4 or v3 certification).
In-depth knowledge of incident management tools like ServiceNow, Jira, BMC Remedy, Cherwell, etc.
Experience in cloud service management (AWS, Azure, Google Cloud) and monitoring and alert tools such as Nagios, Zabbix, Splunk.
Skills in problem management (Root Cause Analysis) and service continuity management (ISO 22301, BCP).
Project Management Skills:
Project management experience (PMP or PRINCE2 certification).
Recommended Certifications:
ITIL v4 Foundation (and advanced certifications such as ITIL Practitioner, ITIL Expert).
ISO/IEC 20000 or other IT service management certifications.
Cybersecurity certifications (CISSP, CISM) and security incident management.
COBIT 5 Foundation or other IT governance certifications.
Crisis management and service continuity certifications (ISO 22301, BCP).
Cloud certifications (AWS Certified SysOps Administrator, Microsoft Certified: Azure Administrator Associate).
Interpersonal Skills:
Excellent oral and written communication skills, with the ability to interact with both technical and non-technical stakeholders.
Ability to work under pressure and manage crisis situations calmly and methodically.
Natural leadership and the ability to coordinate multiple teams to achieve common goals.
French level C1/C2 and English level B2 minimum.
Description société
Trustteam Luxembourg: Pure Trust, pure IT

Present on the Luxembourg market for 28 years, System Solutions becomes Trustteam Luxembourg, offering tailor-made 360° IT solutions for businesses. This merger underlines our vision of providing high-quality IT and cloud services, and gives our customers access to an even broader portfolio of services. Thanks to our local expertise and personalized approach, we put our customers’ IT needs at the center and develop IT solutions that generate results.

Our talented and committed team numbers over 600 employees in BeNeLux, France and Romania.

Our employees are of paramount importance to the Group. Team spirit between the company’s various departments, a willingness to introduce innovations, ambition and efficiency are some of our key corporate values, as they are essential to the success of our customers’ projects.

We have been voted “Best Workplace” for several years running by the Great Place to Work Institute.
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