Itil Incident and Problem Manager/owner

il y a 3 semaines

Luxembourg ARHS Cube Temps plein

**Job Description**:
You are **talented**, **motivated** and **ambitious**? Then, we will be more than happy to **meet you**

Arηs Cube is looking for a **ITIL Incident and Problem Manager/Owner (M/F)**

**Your main responsibilities will be**:

- Execute the daily activities of an incident manager : Drive Major incident resolution, communicate on incident resolution progress, escalate critical incident within the bank and toward third party provider, coordinate with the various Bank’s stakeholders
- Execute the daily activities of a problem manager : open new Problem, follow Problem resolution with resolver teams, communicate to stakeholders
- Manage and improve the processes and tool, including monitoring process performance via agreed key performance indicators (KPI) and report on a regular basis to stakeholders
- Closely interact with the internal/external IT service providers to secure service delivery in line with the agreed targets, to ensure interfaces are working smoothly and to collect and assess their requirements in relation to processes and service management tools
- Represent your process(es) in internal and external meetings
- Closely collaborate with other process managers to ensure smooth process interfaces and consistency across different processes
- Present the results of your work and matters within your area of responsibility and discuss them with your peers, at various management levels within the IT department and with external IT service providers
- Ensure coordination and communication with Clients IT teams

**Qualifications**:
**Your Profile**:

- A bachelor’s degree (or post-secondary vocational education plus four years of relevant experience, or eight years of relevant experience) in computer science, information systems administration or another relevant field
- A minimum of three and ideally five or more years’ experience in the field of IT process management and/or IT service management. Including a concrete experience in the execution of Incident and or problem management
- Communication Skills in French and English (Verbal, Written, Interpersonal, Proactive listening)
- “ITIL Foundation” certification (other certifications like “lifecycle” or “Capability” are welcome)
- Positive attitude and customer focus as well as stress resistant
- Team player with strong interpersonal skills
- Innovative thinking and problem solving
- Willingness to ensure on duty activities when required

**Bonus. We would be delighted if you have**:

- Willingness to contribute and support a Knowledge sharing culture
- Practical experience with Service Management tools or with data analytics tools
- Advanced experience in Microsoft Office (Excel/Powerpoint)
- Practical experience in developing and maintaining reports in Business Objects
- Knowledge in banking industry activities
- Experience in positions requiring managing people activities

Additional Information
**ARȠS?**

Arηs is a fully **independent** group of companies specialized in managing complex **IT projects and systems** for **large organisations**, focusing on state-of-the-art software development, business intelligence and infrastructure services.

We are composed of 17 entities across 9 countries that are unified by the Arηs Group, with more than **2500 consultants**.

This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.

Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.

**_
Our Vision and Values_**

Our vision is to be the most caring and reliable IT company on the market place for both clients and our people.

Our values are**:caring, agility, excellence, innovation, continual improvement, and reliability**.

Our values support our vision by leveraging excellence, striving for results, ensuring commitment and promoting adaptability.

**_ Our Culture_**

We work in close partnership with our customers, turning their needs into benefits; We promote a dynamic local environment where both young and experience people can realize themselves; We leverage a flexible, independent and responsive organization.

**_ Our Brand_**

The ArȠs (pronounce [aris]) name comes from Greek Mythology. ArȠs is the son of Zeus and the God of War - in our eyes, an accurate representation of the intelligence, strategy, leadership and vision that are essential in business.

**Don’t hesitate Join our team**

**_ What you’ll get:_**

An **informal hierarchy **and work environment:
Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.

An **attractive salary package**:
With an attractive salary and benefits package - including advantageous fringe benefits

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