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Halian - Senior Incident Manager

Halian is currently looking for a Senior Incident Manager to join one of major financial companies in Luxembourg.




  • You are responsible for the daily incident and major incident handling.
  • The Incident Management process focuses on the restoration of a service affected by real or potential interruptions which may have an impact upon the quality of that service.
  • Incident Management is utilized by various functional groups to manage and minimize the impact of Incidents affecting the availability and services through analysis, tracking, resolution and prevention of Incidents and Major Incidents impacting managed Information Technology (IT) resources.
  • The Senior Incident Manager is responsible for the quality and integrity of the Incident / Major Incident Management process and is the interface to the other process managers.


Specific responsibilities


He or she is responsible for the quality and integrity of the Incident / Major Incident Management process and is the interface to the other process managers. Key responsibilities include:

  • Entry point for direct notification (client technical teams or Business competence centres)
  • Key role in incident classification (priority) and according escalation
  • Determining and handling the scope of the Major Incident
  • Chairing the Major Incident review meetings and crisis meeting
  • Following defined escalation path when needed, as defined in the escalation policy
  • Notifying the participants in the Incident / Major Incident Management process when standards and procedures are not being followed
  • Identifying exceptions and deviations, as well as management of these situations
  • Assembling a team of resolver groups (other levels of Support and across platforms as required) if additional Support is required within the allowable time, in some cases client teams will also be
  • Confirming that internal notification and escalation activities are executed
  • Assisting in service restoration/recovery decisions (engaging the service delivery organization as required)
  • Reviewing that the progress of the Major Incident recovery and relevant times are documented in the associated Incident Record(s)
  • Participating in Major Incident reviews
  • Tailoring and maintaining the Major Incident framework, identifying and implementing process improvement
  • Performing post Major Incident follow up via Post Incident Review on Major Incidents
  • Liaising with the Problem and Change / Release / Deployment processes to find and alleviate the root cause and to verify that objectives for availability of services are met
  • Collecting Major Incident measurement data for reports, as needed
  • Providing communications to service delivery teams and Major Incident Focal / Distribution



  • Your communication skills are well developed: you are able to provide written and spoken feedback to the organization (including Senior management) and clients
  • You are stress resistant able to take overall coordination in a major incident and crisis situation
  • You are able to participate in an stand-by organization (regular periods of overnight and weekend acting as Incident manager on duty)
  • You are a teamworker
  • You are process oriented



  • Contract: CDI
  • Location: Luxembourg
  • Starting Date: ASAP

Description société

As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!

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