NSI - Incident Manager

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.

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.