Itil Incident Manager

il y a 1 semaine

Luxembourg BTO spa Temps plein

BTO Research is a consulting firm, part of the Relatech Group, that has been supporting its clients in innovative projects for over 15 years, ensuring a customized approach to meet market challenges.

Founded in 2008, we have gathered and enhanced the historical experience of consulting to which we have added two key elements: research and innovation.

This journey has led us to a team of over 300 professionals across four countries, with numerous projects and the most cutting-edge knowledge in Project Management, Digital Transformation, Change Management, Cybersecurity and Digital Marketing.

We believe in the value of excellence and promote an environment where people can grow together, thanks to the contamination between different skills.

Are you eager to bring your experience and knowledge as ITIL Incident Manager?

**Itil Incident Manager**:
Your role

**As an Itil Incident Manager your challenges will include**:
Manages the operational aspects of the process;
Ensures proper execution of activities

Coordinates all activities related to the process

Monitors Key Performance Indicators (KPIs)

Handles escalations and complaints, facilitates collaboration among involved teams

Collaborates with technical teams and other ITIL processes to ensure the smooth operation of services

Manages incident reports and post-incident reviews

Handles communication during major incidents with stakeholders

Identifies process improvement proposals

Manages the plan for enhancing and optimizing existing processes

**Requirements**:
Bachelor's degree;
Minimum of 3 years of experience as an Incident Manager

ITIL Certification

Good knowledge of ITSM (ServiceNow is an asset)

Fluency and Excellent knowledge of the English language, French is a plus;
Ability to work in a team and coordinate technical teams

Effective facilitation skills

Conflict resolution and negotiation skills

Strong listening ability and excellent communication skills

Analytical mindset and critical thinking

Team player

**Where I will be**:
You will be based in Luxembourg but your impact will be global.

What does being a BTOers mean?

Being able to join a dynamic, inclusive and innovative environment, working closely with professionals;
Being part of a flexible, goal-oriented team, because for us, it’s the results that matter more than the number of hours in the office;
Have access to an e-Learning platform with over 16,000 online courses and Project Management certifications;
Have access to corporate conventions and discounts.

Are you ready to give your contribution to BTO?

Submit your CV and get ready to shape the future of business with us

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