Junior Incident Manager

ARHS Group, part of Accenture, is seeking a Junior Incident Manager to join their client team in Luxembourg. This role involves coordinating and managing IT incidents from detection to resolution, ensuring timely service restoration, and effective communication with all stakeholders. The manager will enforce ITSM processes, produce post-incident reports, monitor KPIs, and contribute to continuous improvement of operational workflows within a structured, high-availability public-sector IT environment. This position is ideal for an early-career professional looking to develop expertise in IT service management.

Must Have

• Coordinate and manage IT incidents from detection through resolution, ensuring timely service restoration.
• Assess incident impact and priority, escalate when necessary, and ensure proper follow-up.
• Communicate clearly with technical teams, service owners, vendors, and stakeholders.
• Enforce ITSM processes and ensure adherence to Incident, Problem, and Change Management procedures.
• Produce post-incident reports and support continuous improvement actions.
• Monitor KPIs and contribute to reporting on operational performance.
• Participate in cross-team collaboration during major incidents and operational events.
• Support ongoing optimization of incident management workflows and documentation.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 2 years of experience in a technical, IT operations, or IT service management environment.
• Solid understanding of ITIL / ITSM practices, especially Incident, Problem, and Change Management.
• Knowledge of IT infrastructure and environments (Linux, Windows, virtualization such as VMware or Nutanix).
• Familiarity with monitoring tools (e.g., Nagios, Dynatrace, Prometheus).
• Experience using enterprise ticketing tools and dispatch systems.
• Ability to work calmly in high-pressure situations and communicate confidently with technical and non-technical stakeholders.
• Strong organizational and documentation skills, including post-incident reporting.
• Fluency in English (written and spoken).
• EU citizenship is required.
• Availability for shift work between 07:00 and 20:00.
• Availability for on-call rotation (7 consecutive days including weekends).

Good to Have

• Experience working in Agile environments.
• Any additional European language.

Company Description

Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics and analytics, solution implementation and program management. Our team helps lead clients through digital and information systems design, bringing expertise in a variety of areas ranging from software development, data science and security management to machine learning, cloud, and mobile development.

Arηs Group was acquired by Accenture in July 2024.

Job Description

ARHS Group, part of Accenture, is looking for a Junior Incident Manager (m/f) to join one of our client teams onsite in Luxembourg, supporting a large public-sector IT environment. This role is ideal for an early-career professional willing to develop expertise in IT service management within a structured, high-availability operational setting.

You will coordinate incident handling activities, ensure efficient communication between technical teams and business stakeholders, and contribute to restoring services as quickly as possible while continuously improving operational processes.

THE WORK:

• Coordinate and manage IT incidents from detection through resolution, ensuring timely service restoration.
• Assess incident impact and priority, escalate when necessary, and ensure proper follow-up.
• Communicate clearly with technical teams, service owners, vendors, and stakeholders.
• Enforce ITSM processes and ensure adherence to Incident, Problem, and Change Management procedures.
• Produce post-incident reports and support continuous improvement actions.
• Monitor KPIs and contribute to reporting on operational performance.
• Participate in cross-team collaboration during major incidents and operational events.
• Support ongoing optimization of incident management workflows and documentation.

HERE’S WHAT YOU’LL NEED:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 2 years of experience in a technical, IT operations, or IT service management environment.
• Solid understanding of ITIL / ITSM practices, especially Incident, Problem, and Change Management.
• Knowledge of IT infrastructure and environments (Linux, Windows, virtualization such as VMware or Nutanix).
• Familiarity with monitoring tools (e.g., Nagios, Dynatrace, Prometheus).
• Experience using enterprise ticketing tools and dispatch systems.
• Ability to work calmly in high-pressure situations and communicate confidently with technical and non-technical stakeholders.
• Strong organizational and documentation skills, including post-incident reporting.
• Experience working in Agile environments is a plus.
• Fluency in English (written and spoken); any additional European language is an asset.
• EU citizenship is required.

WORK SCHEDULE REQUIREMENTS:

• Shift work between 07:00 and 20:00
• Early shift: 07:00 – 16:00
• Late shift: 11:00 – 20:00
• On-call rotation (mandatory): 7 consecutive days including weekends.