CTG IT solutions is an IT services company dedicated to european institutions. we are currently hiring a Incident manager, to join the multicultural team of a prestigious european institution in Luxembourg.
The Practice Manager is responsible for the day-to-day execution and continuous improvement of ITIL practices related to Incident Management and Event & Monitoring Management.
Working within the practice owners, the role ensures the effective application of defined processes, contributing to service stability, operational efficiency, and improved service reliability.
Responsibilities
- Operational management & Incident handling:
- Ensure daily follow-up and coordination of incidents in line with SLA targets
- Support and coordinate major incident handling and operational communication
- Organise and document Post-Incident Reviews (Pirs)
- Identify recurring incidents and propose corrective actions
- Ensure accuracy, quality, and traceability of ServiceNow records
- Event & monitoring management:
- Monitor alerts and ensure timely and effective response
- Improve monitoring relevance by reducing noise and refining thresholds
- Collaborate with technical teams to enhance proactive detection and prevention
- Contribute to defining and maintaining service health indicators
- Continuous improvement & ITIL practices:
- Apply ITIL best practices related to Incident and Event Management
- Maintain operational procedures, runbooks, and knowledge documentation
- Track improvement actions resulting from incident analysis and Pirs
- Support continuous improvement initiatives to increase service reliability
- Reporting & coordination:
- Produce operational reports and performance indicators
- Analyse incident trends and highlight operational risks
- Work closely with the senior Practice Manager on structural improvements
Your profile
- Experience:
- 3-6 years of experience in IT Operations, L2/L3 support, or IT Service Management
- Practical experience managing incidents in production environments
- Good understanding of ITIL practices, especially Incident Management
- Experience with ITSM and monitoring tools
- Experience in structured or regulated environments is an advantage
- Key competencies:
- Strong analytical and problem-solving skills
- Excellent leadership, communication, and stakeholder management abilities
- Autonomous, structured, and pragmatic mindset
- Ability to prioritise and perform under pressure
- Clear communication with technical and business stakeholders
- Continuous improvement mindset
- Fluency in English & French (both written and spoken)
- ITIL foundation certification mandatory, higher ITIL certifications as an asset
Our offer
- An attractive salary package with or without a company car
- 5 additional vacation days each year
- A dedicated training program with personal development plans
- Extra-legal advantages (IT material, banks, ...)
- Regular events with the CTG team : learning lunchs, team buildings, fun events, Xmas, Marathons, ...
Are you ready to become part of a dynamic team with a clear focus on growth and excellence? Apply now and take the first step towards a fulfilling career with CTG IT Solutions.
Please note that a criminal record check will be required for this position.
