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Alter Domus - ITIL Incident Manager

For our Office in Luxembourg, we are currently looking for an ITIL Incident Manager. We offer a young, dynamic, and international corporate atmosphere as well as the benefit of customized training adapted to your needs throughout your career.

 

 

The department

 

We are organised in cross-functional teams that support a dedicated business. The team have developers, application engineers, project managers, business analysts; in short all the skills required to go from business requirements to implementation and then operations...)

We offer a young, dynamic, and international corporate atmosphere as well as the benefit of customised training adapted to your needs throughout your career.

 

 

Job description

 

As ITIL incident manager, your main responsibilities will aim to:

  • Provide support and assistance to IT teams to follow up incidents and ensure that incident management policy is properly known and applied.
  • Contribute to incident management process review, in collaboration with the process owner and Process Architect
  • Notify a distribution list when major incident occurs.
  • Ensure that major incidents are properly handled by technical teams, including third parties providers
  • Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support
  • Initiate escalation to crisis management team and to Senior management.
  • Perform regular communication to internal end user when a major incident occurs, and provide regular updates
  • Act as a chairman of IT Operations status meetings
  • Review and amend incident reports provided by technical teams
  • Report a monthly report of incidents, based on consolidated data extracted from the incident-ticketing tool
  • Provide KPI and benchmark related to incident topology and volume
  • Be a part of the 24/7 crisis management team on a rota basis.

 

Your profile

  • You have a Degree in Computer Science or IT;
  • You have at least 3 years of experience in IT support;
  • You have an excellent knowledge of ITIL Incident Management and knowledge in Problem Management processes. ITIL related certification would be considered as a strong asset.
  • Experience in Windows OS, MS SQL Server, Share Point environments would be considered as an asset
  • Networking skills, troubleshooting would be an asset.
  • Ability to communicate in a professional manner in English

Description société

Independent and possessing more than twenty years' experience in its field, Alter Domus has become a leader in corporate and management services for private equity & infrastructure and real estate funds as well as listed and unlisted companies. Our staff of over 2000 people also provides fund administration and financial reporting services. We mentor and develop our employees' technical knowledge and practical skills. We also champion commitment and a customer-oriented mindset.

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