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.
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.