CTG IT Solutions - 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.