NSI - Incident Manager - FR/EN/GE

Job description

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

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.
#NSILuxembourgPSF

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