ITIL Incident Manager (French/English Speaker)

We are looking for an ITIL Incident Manager to work for us on-site in Luxembourg

The position offers excellent opportunities to contribute to the delivery of stable IT services in a process-oriented environment and to interact with a broad range of IT colleagues from various areas.

Job Responsibilities

• Execute the daily activities of an Incident manager : Drive Major incident resolution, communicate on incident resolution progress, escalate critical incident within the bank and toward third party provider, coordinate with the various Bank’s stakeholders.
• Execute the daily activities of a problem manager : open new Problem, follow Problem resolution with resolver teams, communicate to stakeholders.
• Manage and improve the processes and tool, including monitoring process performance via agreed key performance indicators (KPI) and report on a regular basis to stakeholders;
• Interact closely with the internal/external IT service providers to secure service delivery in line with the agreed targets, to ensure interfaces are working smoothly and to collect and assess their requirements in relation to processes and service management tools;
• Provide advice and training to the relevant stakeholders responsible for projects, programs, infrastructure and application portfolios on how to meet the requirements set out from a process viewpoint;
• Represent suggested process(es) in internal and external meetings;
• Collaborate, closely, with other process managers to ensure smooth process interfaces and consistency across different processes;
• Present the work results and matters within ITIL Incident's Manager's area of responsibility and discuss them with his/her peers, at various management levels within the IT department and with external IT service providers;
• Ensure coordination and communication with Clients IT teams.

Job Requirements

• Bachelor’s degree (or post-secondary vocational education plus four years of relevant experience, or eight years of relevant experience) in computer science, information systems administration or another relevant field;
• Minimum of three and ideally five or more years’ experience in the field of IT process management and/or IT service management. Including a concrete experience in the execution of Incident and or problem management;
• Solid general understanding of IT (e.g. infrastructure components and business applications) and experience with the support and operation or engineering of IT services;
• Communication Skills in French and English (Verbal, Written, Interpersonal, Proactive listening)
• “ITIL Foundation” certification. (Other certifications like “lifecycle” or “Capability” are welcome)
• willingness to contribute and support a Knowledge sharing culture
• practical experience with Service Management tools or with data analytics tools;
• experience in incident management
• advanced experience in Microsoft Office (Excel/Powerpoint).
• practical experience in developing and maintaining reports in Business Objects
• knowledge in banking industry activities
• experience in positions requiring managing people activities

WHO ARE WE?

CRI Group belongs to VASS GROUP as of November 2021 (https://vasscompany.com/en/).

VASS is a leading digital solutions group of companies headquartered in Madrid, Spain, present in 25 countries in Europe, the Americas and Asia with more than 4,300 professionals.

VASS helps large companies in their digital transformation process, developing and executing the most innovative and scalable projects, from strategy to operations.

All our growth comes from our talented people, passion for innovation, and a constant search for improvement, always the VASS way: “Complex made simple”.