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MIM - Major Incident Manager

As a major incident you will manage event which has significant impact or urgency for the business/organisation and which demands a response beyond the routine incident management process :

  • End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the incident life cycle.
  • Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
  • Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
  • Driving, developing and managing the major incident process and associated procedures / systems.
  • Providing consolidated production incident metrics to the Head of Technology Operations and Operations Centre Manager along with resolution rates.
  • Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations

Work with great people

Cloé Comunello
HR Business Partner
"You will have the freedom to build your career while continuing to grow professionally"
Virginie Hohl
HR Business Partner
"As a Sogeti Consultant, you will have the opportunity to work on interesting projects"
Chloé Schibi
HR Recruitment Partner

Skills & Requirements

  • Recent experience as an Incident Manager with a strong analytical fault finding, diagnostics and troubleshooting skills.
  • Excellent communication skills, written and verbal in Engish and French.
  • Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
  • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
  • Strong service attitude; the ability to develop and build lasting customer relationships.
  • Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.

Great Place to Work

  • Informal culture

  • Flat structure

  • Training possibilities

  • International environment

  • 4 domains of expertise

  • Extralegal advantages

About the company

With a staff of more than 720 experts, Sogeti is the main provider of IT services in Luxembourg. Subsidiary of the Capgemini group, the Sogeti group counts over 25 000 employees worldwide in 15 countries and around 200 000 IT professionals based in 40 countries as part of the Capgemini group.

We provide a broad range of IT services in 4 lines of business (Digital, Infrastructure/Cloud, Security and Testing) in cutting-edge domains of expertise such as Business Intelligence, Statistics, Enterprise Content Management, Application Management & Modernisation, Cloud Computing, Desktop & Unified Communication, Cybersecurity or DevOps. Sogeti is able to deliver both private and public sectors and owns more than 120 active accounts in Luxembourg.
As diligent business partners, we endeavour to provide solutions suited to our clients' needs with a mutual goal to succeed and to perform. Our staff members' passion for IT, skills and professionalism are highly valued by our clients. We take pride in our staff's commitment and help them in every way we can to achieve their career objectives.

Our offer
Sogeti is the perfect place to bring your passion for IT into play while learning new skills. You will be given the opportunity to develop your career through interesting projects and your evolution will be monitored closely by your line manager and HR team. Moreover, you will be encouraged to attend training courses to broaden your knowledge and obtain certifications. You can also count on an attractive salary and fringe benefits (e.g. company car, meal allowance). Voted as the second richest country in the world, Luxembourg offers a high quality of life in a multicultural environment.


alexandra emeras | Hiring Manager

I'm interested