Junior Incident Manager

About Proximus NXT

Proximus NXT Luxembourg supports all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored managed services. With our partners and customers, we co-create opportunities and enable growth in a secure and sustainable manner. As a result of our unique expertise in next-gen IT services, mobile and advanced connectivity, we help our customers achieve their ambitions and realize their vision.

Together with them and our partners we implement sovereign and trusted solutions that make people work smarter.–

We are looking for a highly organised and process focused Incident Manager to drive and coordinate the response to incidents to restore normal IT operations as quickly as possible and minimize business impact. This will involve identifying, assessing, and prioritizing incidents, communicating with stakeholders, and documenting the process from start to finish.

A solid understanding of ITIL practices is also required, with proven experience handling incidents, events, changes, problems, and operational tasks in a structured environment.

Your professional skills:

• Knowledge of ITSM, operational processes in general, and incident management in particular.
• A commitment to continuously improving the incident management process.
• A strong understanding of IT systems, software, and infrastructure is crucial for diagnosing and resolving issues.
• The ability to lead and motivate cross-functional teams during high-pressure situations.
• The ability to enforce process adherence and escalate when necessary.
• Strong analytical and critical thinking skills to quickly assess the situation and determine the best course of action.
• Strong experience in analysing incident impact.
• Strong problem-solving and decision-making capabilities, as well as the ability to remain calm and decisive under pressure.
• Experience liaising with service owners, vendors and customer representatives.
• Excellent written and verbal communication skills are necessary for clear and effective communication with technical teams, management, and customers.
• Ability to adapt communications to both technical and non-technical audiences.
• Creating and documenting post incident reports.

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Certifications: ITIL or Process oriented certifications are highly advantageous.
• Experience: Minimum of 2 years of experience in a technically relevant field.
• Excellent interpersonal and communication skills.
• Experience with virtualization technologies (e.g., VMware, Nutanix).
• Broad knowledge of operating systems (Linux, Windows) and web application architecture.
• Experience with monitoring tools (e.g., Nagios, Dynatrace, Prometheus).
• Strong background in incident, problem & change management.
• Experience working in agile environments and understanding of agile practices.
• Experience in reporting KPIs to stakeholders.
• Experience in use of and leveraging enterprise level ticketing and dispatch applications

Mandatory Requirements:

• You are fluent in English (written and spoken). Any other European language is a plus
• You will work in shifts (7 AM – 20 PM)
• Early: 07:00 – 16:00.
• Late: 11:00 – 20:00.
• On-call: mandatory rotation covering 7 consecutive days including weekends.
• Eligibility: Only candidates from European Union (EU) member states will be considered.

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.