Incident Manager

Cronos Luxembourg delivers IT and Digital Transformation services to Private and Public sector organizations in Luxembourg. Through us, clients can also access the full range of capabilities of the Cronos Group, the leading IT services provider in the Benelux. ABOUT THE CRONOS GROUP: Cronos is a unique example of innovative entrepreneurship. Founded in 1991 by and for technology people, the company has grown into a large group of hundreds of highly specialized companies employing over 8500 consultants, almost all working in Belgium, Luxembourg, and the Netherlands. Each affiliated company is specialized in one technology or business service. If there is a new technology or a new technological product, it is very likely that there is a Cronos company specialized in it. Our breadth of coverage, in depth-expertise and focus on innovation are indeed unique on the market. ABOUT CRONOS LUXEMBOURG: Cronos Luxembourg acts as the local gateway to this wealth of capabilities. It is the single point of contact for all services and experts of the group. We blend the insight of experts from different Cronos companies into ad hoc teams that are dedicated to addressing specific client challenges, acting as one. By leveraging the Group’s resources, Cronos Luxembourg can help clients extract value from new and emerging technologies, for everything from A as Artificial intelligence to Z as Zg Quantum. In Luxembourg, our +325 local consultants focus on Software Development Lifecycle, Fintech Solutions, Infrastructure & Operations, Modern Workplace & Business Applications, Cloud & Security and Data Analytics & AI. While being vendor neutral, Cronos Luxembourg leverages a strong partnership with Microsoft BeLux, of which our group is the partner of the year 2022 in Belgium. You can visit the website https://micronos.be/about-us/ to know more about our Microsoft related services. Through our local sister companies Flexso & Spire LU, we also focus on SAP & SalesForce services.

We are currently looking for an Incident Manager to strengthen the Cronos Europa team.

Responsabilities:
You will lead and prioritise all incidents based on impact and urgency, as well as assessing resources and capacity. Address recommendations for improvement

Ensuring that all IT teams follow the incident management process for every incident - Inc. updates

Ensure proper recording, documentation and closure - quality and escalation checks

You are in charge of process and tool management and improvement, including monitoring process performance via agreed KPIs and reporting regularly to stakeholders, (Post incident reports, Trends, etc....)

Inform management and Problem managers of recurring incident,

Responsible for the Process and training documentation:
You provide guidance and training to responsible stakeholders on how to meet the defined requirements from a process perspective, Following of end users complaints

Annual review of above documentations

You present the results of your work and ensure coordination and communication with the customers IT teams.

IMP related Central POC for ITOC FAQ and SPOC for rest of IT Operations

Participate at CAB meetings

Develop initiatives for continuous process improvements.

Profile :
You ideally have experience in the field of IT process management and/or IT service management,

You have a team leadership/Management experience.

You have a solid general understanding of IT (e.g. infrastructure components and business applications) and experience with the support and operation or engineering of IT services,

You have "ITIL Foundation" certification. (Other certifications like "lifecycle" or "Capability" are welcome),

You are fluent in French and have a good knowledge of English.

Why Cronos Group?

Well propose you:

• An attractive salary package with or without car
• A good work-life balance environment
• The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
• The opportunity to develop your skills thanks to tailor-made training courses according to your needs
• A good job in a friendly place

If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, dont wait anymore and join Cronos!