CTG IT Solutions is an IT Services Company dedicated to European Institutions. We are currently hiring a Incident Manager, to join the multicultural team of a prestigious European Institution in Luxembourg.
The Practice Manager is responsible for the day-to-day execution and continuous improvement of ITIL practices related to Incident Management and Event & Monitoring Management.
Working within the practice owners, the role ensures the effective application of defined processes, contributing to service stability, operational efficiency, and improved service reliability.
Responsibilities:
Operational Management & Incident Handling:
- Ensure daily follow-up and coordination of incidents in line with SLA targets
- Support and coordinate major incident handling and operational communication
- Organise and document Post-Incident Reviews (PIRs)
- Identify recurring incidents and propose corrective actions
- Ensure accuracy, quality, and traceability of ServiceNow records
Event & Monitoring Management:
- Monitor alerts and ensure timely and effective response
- Improve monitoring relevance by reducing noise and refining thresholds
- Collaborate with technical teams to enhance proactive detection and prevention
- Contribute to defining and maintaining service health indicators
Continuous Improvement & ITIL Practices:
- Apply ITIL best practices related to Incident and Event Management
- Maintain operational procedures, runbooks, and knowledge documentation
- Track improvement actions resulting from incident analysis and PIRs
- Support continuous improvement initiatives to increase service reliability
Reporting & Coordination:
- Produce operational reports and performance indicators
- Analyse incident trends and highlight operational risks
- Work closely with the senior Practice Manager on structural improvements
Your Profile:
Experience:
- 3–6 years of experience in IT Operations, L2/L3 support, or IT Service Management
- Practical experience managing incidents in production environments
- Good understanding of ITIL practices, especially Incident Management
- Experience with ITSM and monitoring tools
- Experience in structured or regulated environments is an advantage
Key Competencies:
- Strong analytical and problem-solving skills
- Excellent leadership, communication, and stakeholder management abilities
- Autonomous, structured, and pragmatic mindset
- Ability to prioritise and perform under pressure
- Clear communication with technical and business stakeholders
- Continuous improvement mindset
- Fluency in English & French (both written and spoken)
- ITIL foundation certification mandatory, higher ITIL certifications as an asset
Our Offer:
- An attractive salary package with or without a company car
- 5 additional vacation days each year
- A dedicated training program with personal development plans
- Extra-legal advantages (IT material, banks, ...)
- Regular events with the CTG team : learning lunchs, team buildings, fun events, Xmas, Marathons, ...
Are you ready to become part of a dynamic team with a clear focus on growth and excellence? Apply now and take the first step towards a fulfilling career with CTG IT Solutions.
Please note that a criminal record check will be required for this position.
