Requirements: English
Company: ARHS Group Part of Accenture
Region: Sanem , Luxembourg District
You want to combine passion and IT expertise?
You aretalented,motivatedandambitious? Then, we will be more than happy tomeet you!
ARHS Group - Part of Accenture is looking for anIncident and Problem Manager (M/F) who will be in charge ofthe upkeep and smooth operations of IT systems overseeing all aspects of the incident management process. He/She records all issues and helps to design ways to prevent similar problems in the future.
Your Main Responsibilities:
- Incident and problem management; being able to support other processes as well
- Generate and analyze reports on IT service performance, identifying trends and areas for improvement
- Work closely with IT teams, stakeholders, and external partners to ensure seamless service delivery and process alignment
- Ensure that IT services comply with internal policies and external regulations; proactively propose improvements when necessary
- Maintain accurate and up-to-date documentation of ITIL processes and procedures
- Investigate and resolve complex incidents and problems, ensuring they are documented properly, and contributing to root cause analysis efforts, in complete autonomy; be a source of support for team members on these processes
- Create and maintain documentation related to ITIL processes, including process maps, procedures, work instructions, and service level agreements
- Liaise with internal and external stakeholders to resolve incidents and problems
- Train and guide others on the various processes and projects within the team
- Enhance IT-related risk management through new cybersecurity measures, aligning with the first line of defense principles
Your Profile:
- Masters degree in Information Technology, Computer Science, Business Administration, or an equivalent experience
- At least 5 years of experience in the banking sector, or in a relevant position
- Fluency in French and English
- Strong knowledge of IT Systems & Processes, Business Process Improvement, Laws & Regulations, Project Management &Organizational Facilitation
- Knowledge of Omnitracker and/or ServiceNow would be an advantage
- Excellent understanding of Service Level Management, Stakeholder Relationship Management, and Business Situation Analysis
- A collaborative mindset capable of fostering team spirit around them
- Effective and structured communication skills, both oral and written