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Capellen, Luxembourg TMC Luxembourg Temps plein

**A propos de la mission**

Nous recherchons un(e) **Incident Manager** pour assurer la bonne exécution quotidienne du processus de gestion des incidents. Vous serez responsable du pilotage opérationnel du processus, en veillant au respect des bonnes pratiques ITIL, à la qualité de service et à la satisfaction des parties prenantes.

Vous jouerez un rôle central dans la coordination des équipes techniques, la gestion des incidents majeurs et la communication associée, tout en contribuant à l’amélioration continue des processus ITSM.

**Ce que nous attendons de vous**
- Minimum **3 ans d’expérience** pertinente en tant qu’Incident Manager
- Pilotage du **processus de gestion des incidents** conformément aux bonnes pratiques ITIL
- Garantie du respect des **SLA / OLA** et suivi des **indicateurs de performance (KPI)**:

- Gestion des **escalades**, des plaintes et facilitation de la collaboration entre les équipes impliquées
- Coordination avec les équipes techniques et les autres processus ITIL pour assurer le bon fonctionnement des services
- Déclenchement et pilotage du **Major Incident Management** en cas d’incident majeur
- Gestion de la **communication** pendant les incidents majeurs auprès des parties prenantes
- Rédaction des **rapports d’incident** et animation des revues post‑incident
- Identification et proposition d’axes d’**amélioration continue** du processus
- Élaboration et suivi des **plans d’amélioration et d’optimisation** des processus existants
- Capacité à assurer la continuité du processus en l’absence du **Problem Manager** et/ou du **Change Manager**:

- Certification **ITIL** requise
- Bonne connaissance des outils **ITSM** (ServiceNow est un atout)
- Excellente capacité à travailler en équipe et à coordonner des équipes techniques
- Compétences avérées en **facilitation**, **résolution de conflits** et **négociation**:

- Très bonnes capacités d’écoute et de communication orale et écrite
- Esprit analytique, pensée critique et fort esprit d’équipe