Process and Major Incident & Request Manager

Process and Major Incident & Request ManagerFull-timeJob DescriptionIn order to join one of our teams in Luxembourg, Arηs Cube is looking for a Process and Major Incident & Request Manager (M/F) to lead the Service Management processes.Your Main Responsibilities:Design, deploy, and maintain ITIL processesMonitors the performance of processes and composes reportsDevelop initiatives for continuous process improvementsProperly and accurately records all defined problems and identified changesOrganize internal and external audits, assessments and coordinate implementation of the recommendationsEfficiently monitors and follow up P1/P2 Incident lifecycle through the execution of the Incident Management process.Coordinate the root cause analysis for P1/P2 incidentsManage major incidents by taking the necessary initiatives to lead resolutionCoordinate, facilitate, communicate across teams/resources to drive resolution of high priority requests and ensure all SLAs are metChair and contribute to Problem review meetingsFacilitate and manage changes (including ensuring that changes are sufficiently described and contains all necessary information) and ensure that all changes are loggedChair and contribute to Change Advisory Board meetingsIssue Service Advisory notifications about any downtime triggered by a changeEnsure the proper information flow between support teams and customerBuild the IT release calendar, measure and monitor progress of releases including negotiating, the release plan and manage all release activitiesCoordinate release content and effort based on the service backlog, third party releases, or operating system updates.Lead and co-ordinate the Go-Live activities including the execution of the deployment plans and checklistsQualifications