ABAKUS IT-SOLUTIONS - Your IT Comfort Expert!
./Junior Process & Incident Manager

Luxembourg - Luxembourg

Full time

Junior Process & Incident Manager

Posted 1 Week ago

Do you have deep knowledge of ITIL processes? Do you want to work in an international environment?


The Process & Incident Manager leads the Service Management processes. He/She is also responsible for leading and managing critical situations by restoring service as possible and driving ITIL processes. He/She ensures the appropriate resources are engaged along with providing effective, timely communications to customer and internal stakeholders.


Tasks and responsibilities

• Designs, deploys, and maintains ITIL processes.

• Monitors the performance of processes and composes reports.

• Develops initiatives and best practices for continuous process improvements.

• Tracks and communicates status of improvement projects to management.

• Coordinates with stakeholders to develop process requirements.

• Properly and accurately records all defined problems and identified changes.

• Organizes internal and external audits, assesses and coordinates implementation of recommendations.

• Efficiently monitors and follows up P1/P2 Incident lifecycle through the execution of the Incident Management process.

• Coordinates, facilitates, communicates across teams/assets to drive resolution of major incidents and ensures all SLAs are achieved.

• Escalates risks and issues to management/executives.

• Coordinates the root cause analysis for P1/P2 incidents.

• Conducts analysis and provides input regarding P1/P2 and major incident trends.

• Completes ad-hoc and ongoing projects on a need basis.

• Manages major incidents by taking the necessary initiatives to lead resolution.

• Chairs and contributes to Change Advisory Board meetings.

• Ensures information related to changes are communicated to the customer and internal teams.

• Issues Service Advisory notifications about any downtime triggered by a change.

• Facilitates an effective and efficient information flow between support teams and customer.

• Prepares performance reports under the form of reports, analyses these reports, identify trends and proposes recommendations for improvements.


Your profile

• Strategic Thinking and strong organizational skills.

• Strong ability to communicate and present findings to both technical and non-technical audiences.

• ITIL certification & deep understanding of service management.

• Solid knowledge of IT and Operations.

• Strong interpersonal and communication skills with ability to communicate effectively.

• Ability to analyse trends, understand and interpret data.

• Reasonable depth of exposure/understanding of Business Continuity Management processes and best practices.


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ABAKUS IT-SOLUTIONS - Your IT Comfort Expert!