Process and Major Incident

**Job Description**:
In order to join one of our teams in Luxembourg, Arηs Cube is looking for a **Process and Major Incident & Request Manager (M/F) **to lead the Service Management processes.

Your Main Responsibilities:

- Design, deploy, and maintain ITIL processes
- Monitors the performance of processes and composes reports
- Develop initiatives for continuous process improvements
- 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 the root cause analysis for P1/P2 incidents
- Manage major incidents by taking the necessary initiatives to lead resolution
- Coordinate, facilitate, communicate across teams/resources to drive resolution of high priority requests and ensure all SLAs are met
- 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
- Issue Service Advisory notifications about any downtime triggered by a change
- Ensure the proper information flow between support teams and customer
- Build the IT release calendar, measure and monitor progress of releases including negotiating, the release plan and manage all release activities
- Coordinate release content and effort based on the service backlog, third party releases, or operating system updates.
- Lead and co-ordinate the Go-Live activities including the execution of the deployment plans and checklists

**Qualifications**:
Your Profile:

- ITIL certification & deep understanding of service management
- Solid knowledge of IT and Operations
- Incident Manager Experience
- 7+ years of IT experience in technical operational/support role(s) (e.g. information systems operations, systems analysis, development), with at least 5 year actively involved in Service Management and/or Process Management.
- 8-10 years of experience in information systems operations environment in systems analysis or development
- Knowledge of software development lifecycle is considered an asset
- Reasonable depth of exposure/understanding of Business Continuity Management processes and best practices

Nice to have:

- Project management experience
- Knowledge of Continuous Integration and Continuous Delivery (CD/CI) pipelines
- Experience in working with DevOps and Agile methodologies
- Working knowledge of Software Development Lifecycle
- Expertise in computer programming
- Experience in the use of Application Release Automation tools
- Experience with VMWare technologies

Additional Information
**ARȠS?**

Arηs is a fully **independent** group of companies specialized in managing complex **IT projects and systems** for **large organisations**, focusing on state-of-the-art software development, business intelligence and infrastructure services.

We are composed of 17 entities across 9 countries that are unified by the Arηs Group, with more than **2500 consultants**.

This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.

Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.

**_
Our Vision and Values_**

Our vision is to be the most caring and reliable IT company on the market place for both clients and our people.

Our values are**:caring, agility, excellence, innovation, continual improvement, and reliability**.

Our values support our vision by leveraging excellence, striving for results, ensuring commitment and promoting adaptability.

**_ Our Culture_**

We work in close partnership with our customers, turning their needs into benefits; We promote a dynamic local environment where both young and experience people can realize themselves; We leverage a flexible, independent and responsive organization.

**_ Our Brand_**

The ArȠs (pronounce [aris]) name comes from Greek Mythology. ArȠs is the son of Zeus and the God of War - in our eyes, an accurate representation of the intelligence, strategy, leadership and vision that are essential in business.

**Don’t hesitate Join our team**

**_ What you’ll get:_**

An **informal hierarchy **and work environment:
Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.

An **attractive salary package**:
With an attractive salary and benefits package - including advantageous fringe benefits - you’ll be paid for what you love to do.

A strong **corporate culture**:
You’ll