Fortil is an international engineering and technology consulting firm that operates as an independent entity and employs over 2,500 people. With 30 offices across 14 countries, Fortil fosters a culture of entrepreneurial freedom and helps unlock potential.

JOB DESCRIPTION

As part of the expansion of our IT support teams, we are seeking an Incident & Problem Manager to oversee incident and problem management within the production environments of one of our Luxembourg-based clients.

Your primary responsibilities will include:

• Operational process: incident and problem management; being able to support

  other processes as well.

  • Generate and analyze reports on IT service performance, identifying trends and

  areas for improvement. This includes reports for our regulators.

  • Work closely with IT teams, stakeholders, and external partners to ensure

  seamless service delivery and process alignment.

  • Ensure that IT services comply with internal policies and external regulations;

  proactively propose improvements when necessary.

  • Maintain accurate and up-to-date documentation of ITIL processes and

  procedures.

  • Investigate and resolve complex incidents and problems, ensuring they are

  documented properly, and contributing to root cause analysis efforts, in complete

  autonomy; be a source of support for team members on these processes.

  • Create and maintain documentation related to ITIL processes, including process

  maps, procedures, work instructions, and service level agreements. Strive for

  permanent process improvement.

  • Liaise with internal and external stakeholders to resolve incidents and problems.

  • Train and guide others on the various processes and projects within the team; be

  able to convince and influence others.

  • Enhance IT-related risk management through new cybersecurity measures,

  aligning with the first line of defense principles.

YOUR PROFILE

You hold a degree in computer science or have significant experience in incident and problem management within complex IT environments. You demonstrate excellent organizational skills, responsiveness, and communication skills when working with technical and business stakeholders.

Required skills and qualities:

• Proven experience in major incident management and problem management (ideally following ITIL best practices)

• Proficiency in ITSM tools (ServiceNow, Omnitracker, Jira Service Management, or equivalent) and knowledge of monitoring and alerting practices

• Ability to conduct root cause analysis (RCA) and develop sustainable action plans

• Skills in cross-team coordination and managing priorities under pressure

• Strong written and oral communication skills; ability to produce clear and concise reports

• Fluency in French and English required

Why Join Us

At Fortil, we implement concrete measures to support your professional growth and ensure a stimulating work environment:

• Support for skill development
•An ecosystem designed to help you step outside your comfort zone
•The opportunity to become a partner
• Involvement in community projects
• A family-friendly policy

Fortil is committed to equal opportunity. All our positions are open to people with disabilities, regardless of gender, background, or sexual orientation.