Senior Incident Manager

About the role

We are seeking a Senior Incident Manager to lead end‑to‑end incident management and application monitoring for a large enterprise client in Luxembourg. The role combines strategic incident coordination with hands‑on monitoring design, ensuring service continuity and continuous improvement.

Key responsibilities

• Own the full incident management lifecycle (ITIL v3/v4), including major incident coordination, escalation, root‑cause analysis and post‑incident reviews.
• Enhance incident reporting, executive communication and service‑health dashboards for business stakeholders.
• Integrate incident, problem and change management processes to reduce recurring incidents.
• Design and implement comprehensive monitoring for front‑end, back‑end, APIs, integrations, batch jobs and file transfers.
• Deploy proactive monitoring, intelligent alerting and automated reconciliation to detect issues before impact.
• Configure and optimise tools such as Dynatrace, Datadog, Splunk or AppDynamics, with integration to ServiceNow where applicable.
• Drive operational improvements through trend analysis, automation, reporting and continuous service improvement.

Required profile

• Strong experience in Incident Management and Major Incident Management within large enterprise environments.
• Hands‑on experience with enterprise monitoring/observability platforms.
• Solid understanding of ITIL processes, SLAs/OLAs and operational support.
• Experience monitoring distributed applications, APIs, middleware, batch processing and file‑based integrations.
• Proven ability to automate monitoring, reporting and operational workflows.
• Background working in multinational organisations.

Required skills

• ITIL v3/v4
• Dynatrace
• Datadog
• Splunk
• AppDynamics
• ServiceNow
• Incident Management
• Major Incident Coordination