NSI - Incident Manager - FR/EN/GE

To reinforce our teams, we are looking for an Incident Manager speaking french, english & german for our internal service center.

Your main responsibilities:

Incident and Crisis Management:

• Ensure service quality and provide clear communication to all stakeholders

• Identify gaps and implement corrective action plans

• Centralize and disseminate critical information to impacted teams and clients

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Ticket and Process Management:

• Develop, update, and improve procedures according to client requirements and evolving situations

• Monitor performance through quality checks and key performance indicators (KPIs)

• Manage the processing of unsolicited email notifications

Client Engagement and Team Management:

• Serve as the main point of contact for clients during incident management

• Participate in client workshops and proactively propose process improvements

• Train and mentor new team members to ensure optimal technical and procedural competence

• Regularly assess team skills and evaluate performance

Your profile:

Experience & Certification:

• At least 2 years of experience in incident management or in a Service Desk within an ITIL environment

• ITIL certification is mandatory

Technical and Organizational Skills:

• Proven experience in incident management, problem management, and establishing service standards

• Strong command of Microsoft Office tools (Outlook, Word, Excel) and IT methodologies

• Excellent analytical skills with the ability to solve complex problems and propose improvements

• Fluent in French, English, and German (Luxembourgish is a plus)

Personal Qualities:

• A strong customer service orientation with excellent communication and negotiation skills

• Autonomous, rigorous, and capable of thriving in a dynamic, multicultural environment

• Proactive, a team 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.

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.
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