Problem Manager

About Proximus Luxembourg

Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Proximus NXT and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels : PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

About Proximus NXT

Proximus NXT Luxembourg supports all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored managed services.

With our partners and customers, we co-create opportunities and enable growth in a secure and sustainable manner. As a result of our unique expertise in next-gen IT services, mobile and advanced connectivity, we help our customers achieve their ambitions and realize their vision.

Together with them and our partners we implement sovereign and trusted solutions that make people work smarter.

Your mission :

• Monitor the problems to ensure that the Service Level Agreements are respected.
• Manage analysis of the root cause of the problem with the necessary information to control our ability to provide reporting internally or to customers.
• Ensure the closure control of all resolved Problem records.
• Provide support and guidance to the Incident, Problem and Change Process Coordinators.
• Contributes to documenting known errors
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process on a recurrent basis.

Update required dashboards, repository and needed follow-up documents, as requested.

• Monitor process indicators to ensure that the Service Level Agreements are respected.
• Represent the first stage of escalation for your process.
• Identify, initiate, schedule and conduct reviews.
• Ensure the operational continuity of the Process
• Performs his timesheeting activities as requested
• Ensure the backup function within the department for the associated activities.
• If required, participates in duties as part of the operation
• Participate and conduct common activities in order to improve the activity within his team
• Provide experience feedback and support

Your profile :

• Bachelor degree
• 5 years of experience in IT processes is required
• Mastery of best practices in Service Management and related standards
• Good technical / ICT knowledge
• Professional certifications for the activity (ITIL, etc)
• Knowledge of ITSM tools (ServiceNow, etc.)

Our offer :

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise.

We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record.

Your personal information will be handled in compliance with applicable data protection laws.