Team Leader

**About Proximus Luxembourg**
Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Telindus and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

**Telindus Luxembourg - Share more than technologies**

Telindus is a brand of Proximus Luxembourg.

Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.

**Job Content**:
The Team Lead Process and Major Incident & Request Manager leads the Service Management processes. He/She is also
responsible for leading and managing critical situations by restoring service as soon 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. Additional, the Process and Major Incident & Request Manager team owns the Release Management
upgrades, Projects and Programs. The Process and Major Incident & Request Manager works collaboratively with all
participants in development projects and is supportive of developers and testers as they set up their build dev/test
environments. Where necessary he/she will provide tools and services to help project teams manage and deploy releases into
production.

In his role, the Team Lead Process and Major Incident & Request Manager will lead a team of Process and Major Incident &
Request Manager providing guidance and leadership, he must be able to accurately prioritize tasks and work with limited
direction or assistance.

**Role Responsibilities**:

- Responsibilities are wide ranging including being the team lead, managing and coordinating Service Improvement
initiatives and providing guidance to the team as appropriate.
- Interact with leadership, peers and customers: Assess and determine IT service request infrastructure and delivery
requirements. Identify and escalate problems; provide administration, support for the team; including 3rd party, e.g.:

- Prioritize and execute tasks in a fast paced environment
- Manage a team of technical individuals, goals and objectives, ensuring mentoring and assistance
- Design, deploy, and maintain ITIL processes
- Monitors the performance of processes and composes reports.
- Develop initiatives for continuous process improvements.
- Develop best practices for process improvements.
- Track and communicate status of improvement projects to management.
- Coordinates with stakeholders to develop process requirements.
- Properly and accurately records all defined problems and identified changes.
- Organize internal and external audits, assessments and coordinate implementation of the recommendations.
- Efficiently monitors and follow up P1/P2 Incident lifecycle through the execution of the Incident Management
process.
- Coordinate, facilitate, communicate across teams/assets to drive resolution of major incidents and ensure all SLAs are
achieved.
- Responsible for documenting the complete Major incident timeline
- Escalation of risks and issues to management/executives.
- Coordinate the root cause analysis for P1/P2 incidents.
- Conduct analysis and provide input regarding P1/P2 and major incident trends.
- Complete ad-hoc and ongoing projects on a need basis.
- Manage major incidents by taking the necessary initiatives to lead resolution.
- Efficiently monitors and follows up P1/P2 Request lifecycle through execution of the Request Management process.
- Coordinate, facilitate, communicate across teams/resources to drive resolution of high priority requests and ensure
all SLAs are met.
- Escalation of risks and issues to management/executives.
- Ensure that the root cause of Problems are identified and documented.
- Chair and contribute to any meetings related to Incident Root Cause Analysis.
- Chair and contribute to Problem review meetings.
- Facilitate and manage changes (including ensuring that