Process and Major Incident

**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**:
**Role Responsibilities**:

- 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 changes are sufficiently described and contains all necessary information) and ensure that all changes are logged.
- Chair and contribute to Change Advisory Board meetings
- Ensure information related to changes are communicated to the customer and internal teams.
- Issue Service Advisory notifications about any downtime triggered by a change.
- Ensure the proper information flow between support teams and customer;
- Prepare performance reports under the form of reports, analyse these reports, identify trends and proposes recommendations for improvements.
- Build the IT release calendar, measure and monitor progress of releases including negotiating, the release plan and manage all release activities
- Manage risks and resolve issues that affect release scope, schedule and quality
- Coordinate release content and effort based on the service backlog, third party releases, or operating system updates
- Communicate all release plans, commitments, release details, schedules, changes including requirements, QA plans, schedule, and scope changes
- Manage relationships and coordinate work between different teams at different locations
- Conduct release readiness reviews, milestone reviews, and Go/No-Go reviews
- Lead and co-ordinate the Go-Live activities including the execution of the deployment plans and checklists.
- Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists

**Profile**:
**Preferred qualifications**:

- Strategic Thinking.
- Strong organizational skills.
- Strong ability to communicate and present findings to both technical and non-technical audiences.
- ITIL certifi