Incident Manager

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.