Requirements: English
Company: NSI Luxembourg PSF
Region: Esch-sur-Alzette , Esch-sur-Alzette
To reinforce our teams, we are looking for anIncident Manager speaking french, english & germanfor our internal service center.
Your main responsibilities:
Incident and Crisis Management:
- Ensureservice qualityand provide clearcommunicationto all stakeholders
- Identify gaps and implementcorrective action plans
- Centralizeanddisseminatecriticalinformationto impacted teams and clients
Ticket and Process Management:
- Develop, update,andimprove proceduresaccording to client requirements and evolving situations
- Monitor performancethrough quality checks and key performance indicators (KPIs)
- Manage the processing of unsolicited email notifications
Client Engagement and Team Management:
- Serve as themain point of contactfor clients during incident management
- Participate inclient workshopsand proactively proposeprocess improvements
- Trainand mentor new teammembersto ensure optimal technical and procedural competence
- Regularlyassess teamskills and evaluate performance
Your profile:
Experience & Certification:
- At least2 yearsof experience in incident management or in a Service Desk within an ITIL environment
- ITILcertification is mandatory
Technical and Organizational Skills:
- Proven experience in incident management, problem management, and establishing service standards
- Strong command ofMicrosoft Office tools(Outlook, Word, Excel) and IT methodologies
- Excellentanalytical skills with the ability to solve complex problems and propose improvements
- Fluent inFrench, English, and German(Luxembourgish is a plus)
Personal Qualities:
- A strongcustomer service orientationwith excellent communication and negotiation skills
- Autonomous, rigorous,and capable of thriving in a dynamic,multiculturalenvironment
- Proactive, ateam player, and always ready to contribute to continuous improvement
If at the end of the recruitment process your application is successful, you will be asked for a criminal record.
If at the end of the recruitment process your application is successful, you will be asked for a criminal record.
What is offered :
- Take the opportunity to join our "NSI family", where human values remain at the heart of our priorities
- Permanent contract
- Training courses
- Dynamic and innovative environment
- Be in the position to open your career perspectives
- Competitive salary package
If you do not receive any answer within around 20 days, you should consider that we cannot proceed with your application.