Vacancy

Incident Manager (M/F)

Luxembourg Digital & IT Luxembourg On-site

TMC Luxembourg is looking for an Incident Manager (M/F) for one of its clients.

About The Member Company

We are a global high-tech consultancy company with a team of entrepreneurial engineers, scientists, and digital experts from around the world. Together we form a fast-growing and proud community. We offer consultancy services to high-profile clients globally in diverse service areas, such as:

Technology & Engineering
Energy & Renewables
Life sciences & Pharma
Digital & IT

About this vacancy

We are looking for an Incident Manager to ensure the smooth daily execution of the incident management process. You will be responsible for the operational management of the process, ensuring adherence to ITIL best practices, service quality, and stakeholder satisfaction.

You will play a central role in coordinating technical teams, managing major incidents, and associated communication, while contributing to the continuous improvement of ITSM processes.

What we expect from you

Minimum 3 years of relevant experience as an Incident Manager
Management of the incident management process in accordance with ITIL best practices
Ensuring compliance with SLA / OLA and monitoring performance indicators (KPI)
Handling escalations, complaints, and facilitating collaboration between involved teams
Coordination with technical teams and other ITIL processes to ensure smooth service delivery
Initiating and managing Major Incident Management in case of major incidents
Managing communication during major incidents with stakeholders
Drafting incident reports and leading post-incident reviews
Identifying and proposing areas for continuous improvement of the process
Developing and tracking improvement and optimization plans for existing processes
Ability to ensure process continuity in the absence of the Problem Manager and/or Change Manager
Required ITIL certification
Good knowledge of ITSM tools (ServiceNow is a plus)
Excellent ability to work in a team and coordinate technical teams
Proven skills in facilitation, conflict resolution, and negotiation
Strong listening and oral and written communication skills
Analytical mindset, critical thinking, and a strong team spirit

What you can expect from us

Why choose Employeneurship?

Our Employeneurship model is unique, a true innovation in the high-tech consultancy sector. It is THE 21st-century working relationship for highly skilled technical professionals. It is built on 5 main pillars:

You will benefit from a permanent employment contract that provides stability and security,
You will learn to assess your market value and receive a share of the profits generated by your work through individual profit sharing,
We will support you with personalized coaching and a dedicated training plan, allowing you to develop your entrepreneurial skills,
Our structure of technical competence cells offers you a solid, meaningful, and relevant network of experts,
The Entrepreneurial Lab will be your playground to explore new ideas and possibly take part in launching start-ups.

The 5 basic principles of employeneurship

A long-term working relationship

Enjoy the security of a long-term contract and a stable source of income while getting the opportunity to work at diverse projects.

Individual profit sharing

Full transparency. That’s it. For each of your projects, you know your hourly rate, your costs, and your individual performance-based profit sharing, all in order to stimulate your inner entrepreneur.

Business cells

Our employeneurs are grouped in business cells based on their technical expertise. They are small, focused and function as high-grade knowledge networks. And as buzzing communities of close colleagues.

YOUniversity

Every employeneur drives their own career. Together, we make a plan for personal and professional growth. Receive personal coaching and an extensive training budget to keep developing yourself and deliver outperformance at our clients.