Job description In order to join one of our teams in Luxembourg, Arhs Cube is looking for a Process and Major Incident & Request Manager to lead the Service Management processes.
Your main responsibilities Design, deploy, and maintain ITIL processes Monitors the performance of processes and composes reports Develop initiatives for continuous process improvements Properly and accurately records all defined problems and identified changes Organize internal and external audits, assessments and coordinate implementation of the recommendations Efficiently monitors and follow up P1/P2 Incident lifecycle through the execution of the Incident Management process.
Coordinate the root cause analysis for P1/P2 incidents Manage major incidents by taking the necessary initiatives to lead resolution Coordinate, facilitate, communicate across teams/resources to drive resolution of high priority requests and ensure all SLAs are met Chair and contribute to Problem review meetings Facilitate and manage changes (including ensuring that changes are sufficiently described and contains all necessary information) and ensure that all changes are logged Chair and contribute to Change Advisory Board meetings Issue Service Advisory notifications about any downtime triggered by a change Ensure the proper information flow between support teams and customer Build the IT release calendar, measure and monitor progress of releases including negotiating, the release plan and manage all release activities Coordinate release content and effort based on the service backlog, third party releases, or operating system updates.
Lead and co-ordinate the Go-Live activities including the execution of the deployment plans and checklists Qualifications ITIL certification & deep understanding of service management Solid knowledge of IT and Operations Incident Manager Experience 7+ years of IT experience in technical operational/support role(s) (e.g.
information systems operations, systems analysis, development), with at least 5 year actively involved in Service Management and/or Process Management.
8-10 years of experience in information systems operations environment in systems analysis or development Knowledge of software development lifecycle is considered an asset Reasonable depth of exposure/understanding of Business Continuity Management processes and best practices Project management experience Knowledge of Continuous Integration and Continuous Delivery (CD/CI) pipelines Experience in working with DevOps and Agile methodologies Working knowledge of Software Development Lifecycle Expertise in computer programming Experience in the use of Application Release Automation tools Experience with VMware technologies
Arhs Developments - Incident & Request Manager • Luxembourg, Luxembourg
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