Incident Manager
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Location:
Luxembourg
Responsibilities:
Incident Detection & Classification: Identify and categorize incidents, including outages, service degradations, or security events. Prioritization & Escalation: Assess impact, urgency, sensitivity, and risk exposure to prioritize effectively; escalate when resolution exceeds predefined thresholds. Central Coordination: Serve as the single point of contact for incident management across technical and operational teams. Response & Resolution: Execute incident response plans, drive resolution efforts, and ensure timely restoration of services in line with SLA targets. Stakeholder Communication: Maintain clear, transparent, and timely communication throughout the incident lifecycle. Post-Incident Analysis: Conduct root cause investigations and recommend preventive actions to minimize recurrence. Documentation & Reporting: Record incident timelines, actions, and outcomes; generate performance reports, including trends, metrics, and SLA compliance. Process Improvement: Continuously review and enhance incident management practices to increase efficiency and resilience. Data Analysis: Analyze incident data to identify systemic improvements and support backlog reduction for support teams. Profile : Bachelor’s degree in Computer Science, Information Technology, or a related field; a master’s degree is a plus. 7+ years of experience in IT Incident Management within complex, large-scale environments. Strong ability to coordinate cross-functional teams, manage high-impact incidents involving business risks, and make data-driven decisions. Deep understanding of ITIL4 framework, especially Incident and Problem Management. Proficiency with ServiceNow and familiarity with monitoring, logging, and service desk tools. Excellent analytical skills for impact assessment and root cause identification. Experience in financial services or similarly regulated sectors is highly desirable. Fluent in English and French, with strong communication skills to engage stakeholders at all levels. Interested in this opportunity? Feel free to apply or send us your updated CV at anne-catherine.son@cyberr.ai and morgane.zimmer@cyberr.ai
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