Senior IT Incident Officer

Arendt & Medernach is the leading independent business law firm in Luxembourg with over 800 professionals. The firm's international team of more than 450 legal experts represents Luxembourg and foreign clients in all areas of Luxembourg business law from its main office in Luxembourg and representative offices in Frankfurt, Hong Kong, London, New York, and Paris. Our service to clients is differentiated by the end-to-end specialist advice we offer, covering all legal, regulatory, taxation, and advisory aspects of doing business in Luxembourg. Our firm advises international and domestic clients in all areas of business law relevant to their business activities, ranging from fund formation, banking, insurance, private equity, and real estate to corporate and tax matters. Given the ongoing development of our firm, we are currently recruiting : Senior IT Incident Officer Based in our Hamm office Your role : The Senior IT Incident Officer is responsible for evaluating, improving, and maintaining IT Incident and Problem management process in alignment with ITIL best practices and for managing IT incidents, ensuring their swift and effective resolution to minimize impact on business operations. She / He collaborates with IT and business teams to identify, track, and resolve incidents while maintaining smooth communication with stakeholders. Incident Management : Handle the monitoring of IT incidents and ensure their resolution within defined timelines.; Coordinate technical teams for a quick and effective resolution of incidents; Monitor escalations and alert higher levels if necessary Continuous monitoring and improvement : Analyze incident trends to identify recurring causes and lead Problem management process ; Propose preventive and improvement actions to reduce future incidents; Animate in post-mortem meetings and contribute to the improvement of ITSM processes; Documentation and reporting : Keep the knowledge base of incidents and solutions up-to-date ; Produce regular reports on incident KPIs (resolution time, impact, causes); Help develop IT governance dashboards; Collaboration and communication : Work closely with Infrastructure, Support, and Security and Risk teams; Ensure clear communication with IT teams and impacted users; Educate teams on best practices for incident management. Your profile : Experience : 3 to 5 years of experience in IT incident management, ITSM, or IT governance; Technical skills : Good Knowledge of ITIL principles (ITIL certification is a plus); Experience with an ITSM tool (ServiceDeskPlus is a plus); Understanding of IT infrastructure (networks, servers, applications); Behavioral skills : Good analytical and problem-solving skills; Excellent communication and priority management skills; Proactivity and ability to work under pressure in a dynamic environment. Within Arendt, we uphold high standards. Our professionals work with clients on engaging projects, empowered from the start. With a strong local presence in Luxembourg and international reach, we support and train our team members to thrive in a culture of excellence. Specialised teams ensure the right skills are available, allowing for a focus on added value. Our leaders are approachable, providing support and mentoring. We offer a vibrant social life with numerous events, embracing sports and art, our culture encourages openness and discovery beyond the professional realm. With over 50 nationalities represented, Arendt is committed to the well-being of its staff, serving the best interests of its clients, protecting the environment, and supporting education. Arendt promotes equal opportunities and value each employee for what they bring to the community. For more information, please refer to our diversity and inclusion policy on our website. Interested? If you are interested in this job opportunity, we are looking forward to rece...

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