Incident and Problem Manager (m/f)

Job Description

You want to combine passion and IT expertise?

You are talented, motivated and ambitious? Then, we will be more than happy to meet you!

ARHS Group - Part of Accenture is looking for an Incident and Problem Manager (M/F) who will be in charge of the upkeep and smooth operations of IT systems overseeing all aspects of the incident management process. He/She records all issues and helps to design ways to prevent similar problems in the future.

Your Main Responsibilities:

• Incident and problem management; being able to support other processes as well
• Generate and analyze reports on IT service performance, identifying trends and areas for improvement
• Work closely with IT teams, stakeholders, and external partners to ensure seamless service delivery and process alignment
• Ensure that IT services comply with internal policies and external regulations; proactively propose improvements when necessary
• Maintain accurate and up-to-date documentation of ITIL processes and procedures
• Investigate and resolve complex incidents and problems, ensuring they are documented properly, and contributing to root cause analysis efforts, in complete autonomy; be a source of support for team members on these processes
• Create and maintain documentation related to ITIL processes, including process maps, procedures, work instructions, and service level agreements
• Liaise with internal and external stakeholders to resolve incidents and problems
• Train and guide others on the various processes and projects within the team
• Enhance IT-related risk management through new cybersecurity measures, aligning with the first line of defense principles

Your Profile:

• Master’s degree in Information Technology, Computer Science, Business Administration, or an equivalent experience
• At least 5 years of experience in the banking sector, or in a relevant position
• Fluency in French and English
• Strong knowledge of IT Systems & Processes, Business Process Improvement, Laws & Regulations, Project Management & Organizational Facilitation
• Knowledge of Omnitracker and/or ServiceNow would be an advantage
• Excellent understanding of Service Level Management, Stakeholder Relationship Management, and Business Situation Analysis
• A collaborative mindset capable of fostering team spirit around them
• Effective and structured communication skills, both oral and written

Qualifications

Additional Information

ARȠS?

Arηs Group – part of Accenture - is a market leader in the management of complex IT projects and systems. Founded in Luxembourg in 2003, we have grown to encompass 11 entities worldwide, employing over 2,500 employees in Luxembourg, Belgium, Greece, Italy and Bulgaria. With our focus on getting things done, we help our clients achieve their goals with best-of-breed solutions, superior execution and exceptional services. We offer bespoke software development, data science, infrastructure, digital trust and mobile development to government institutions at national and European level, telecom providers, and financial institutions, among others. Our bold company culture is built around working hard and playing hard, with a flat and agile structure that lends itself to efficiency and employee empowerment. We value our diverse workplace of close-knit teams and provide a place where everyone can be supported to learn and evolve.

Our Vision and Values

Our vision is to be the most caring and reliable IT company on the market place for both clients and our people.

Our values are: caring, agility, excellence, innovation, continual improvement, and reliability.

Our values support our vision by leveraging excellence, striving for results, ensuring commitment and promoting adaptability.

Our Culture

We work in close partnership with our customers, turning their needs into benefits; We promote a dynamic local environment where both young and experience people can realize themselves; We leverage a flexible, independent and responsive organization.

Our Brand

The ArȠs (pronounce [aris]) name comes from Greek Mythology. ArȠs is the son of Zeus and the God of War – in our eyes, an accurate representation of the intelligence, strategy, leadership and vision that are essential in business.

Don’t hesitate! Join our team

What you’ll get:

An informal hierarchy and work environment:

Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.

An attractive salary package:

With an attractive salary and benefits package – including advantageous fringe benefits – you’ll be paid for what you love to do.

A strong corporate culture:

You’ll join a dynamic team of smart and ambitious people. From the way we hire, to the way we relate to our clients – our values from the foundation of the way we work.

Learning & development opportunities:

We constantly invest in our people and are committed to providing individual development opportunities to help you continue to grow and stay happy and satisfied at work.

Exciting projects:

You’ll take ownership of various projects for both public and private clients: calling for creativity and innovation, at the cutting-edge of technology.

A rock solid company:

With more than 200 customers, you’ll join a business with a sustainable and growth-oriented plan.

But let’s talk about it face to face!

You have the qualities as listed above? Please, apply & send us your CV, which will be processed in full confidentiality.

You don’t have all the above requirements but own a great part of them? You can send us your CV too because we will give you the opportunity to grow up with us.