Problem Manager IT - Luxembourg
Location
Luxembourg | Germany
Job description
PROBLEM MANAGER IT (Luxembourg)
As a Problem Manager, you will play a key role within IT, in both preventing and reducing the number of incidents.
As a member of the Availability team in charge of Incident, Test and Production, split between Luxembourg and Geneva, you will assume key Problem Management responsibilities.
YOUR ROLE:
Identify, prioritize and assign Problems to be analyzed and solved, and manage the Problem backlog throughout their lifecycle.
Its 3 main activities are :
- Problem analysis and coordination: Your knowledge of IT systems enables you to analyze incidents and the underlying problems. You identify the expertise required for diagnosis, resolution, and coordinate the actions of those involved in problem management. You engage in ongoing dialogue with all stakeholders to improve processes.
- Strategic vision and communication: you develop a global vision of the problem backlog and make the link between issues, for the continuous improvement of the platform. You communicate priority topics, problem status and progress made.
- Knowledge and information management: you ensure the quality and availability of information in the problem management tool (Service Now). You train stakeholders in problem resolution and in using the tool.
You will be in contact both internally and externally, with all level 1 to 3 support teams and with our BPO clients.
YOUR PROFILE:
- Minimum 4 years' higher education in IT or equivalent and at least 5 years' experience in an IT department (production, development, etc.), with exposure to complex and/or varied information systems.
- Knowledge of corporate IT systems
- ITIL V3 or V4
- Excellent problem-solving skills: ability to analyze an incident, define the problem, break down and follow the problem-solving steps.
- Strong communication skills: coordination and mediation of technical teams working on problems, decision-making, meeting animation, writing technical reports in English.
- Tenacity combined with the ability to take a step back
- Rigorous, methodical approach
- Team spirit and sense of service
- Curiosity and a constant quest for collective and personal improvement
- Bilingual French and technical English is required
TECHNICAL ENVIRONMENT:
- Experience with Service Now, Java, Corba, Openshift and/or core banking activities will be an important asset.
Our Maison’s DNA is defined by five core values. Excellence drives us to be the best at what we do, while Innovation fuels our progress. Respect underpins every interaction, and Integrity shapes our actions. Together, we are One Team, united in serving our clients with unwavering dedication.
Should you recognise yourself in this mission statement, we would be happy to receive your application through our Career website.
It will be handled in the strictest confidence.
Job tags
Salary
