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    Senior Consultant – Incident Management & Application Monitoring (rfx1586462)

    until 31/07/2027 with option for extension Luxembourg
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    All opportunities
    Employment type Contract
    Industry Banking
    Area Incident Management, Application Monitoring
    Location Luxembourg
    Remote from abroad? No
    Home office? 40%
    Contract duration until 31/07/2027 with option for extension
    01
    Tasks and responsibilities
    • End-to-end ownership of incident lifecycle: identification, logging, categorization, prioritisation, escalation, resolution, closure, and post-incident review.
    • Design and enforcement of consistent SLAs/OLAs across technology teams and third parties
    • Implementation of effective major incident management protocols, including war-room activation, bridging, and crisis communication.
    • Integration of incident data with problem management and change control to reduce recurrence.
    • Development of clear, timely, and non-technical incident updates for business stakeholders and senior management.
    • Establishment of standardised executive incident reports containing impact assessments, timeline breakdowns, root causes, and action plans.
    • Creation of monthly or quarterly service health dashboards shared with business unit heads to improve transparency and trust.
    • Use of communication channels (e.g., MS Teams alerts, email bulletins, intranet portals) tailored to different audiences.
    • Introduction of structured follow-ups with impacted departments to rebuild confidence after major disruptions.
    • Redesigned incident reporting structure at a European wealth manager, introducing weekly service disruption summaries distributed to C-suite and board members.
    • Automated incident briefing packs using Power BI and ServiceNow integrations, cutting report preparation time by 70%.
    • Introduced a central Major Incident Register with trend analytics, enabling proactive mitigation of recurring failure patterns.
    • Created trend analysis and dashboard and committees to challenge L2 and L3 teams to continuously improve.
    • Led training and simulation exercises (tabletop drills) to prepare tech and business leads for high-severity scenarios.
    • End-to-end observability across: Frontend applications (web, desktop, mobile interfaces)
    • Application servers, microservices, etc.
    • Middleware components
    • Scheduled batch jobs (EOD, month-end, etc)
    • File-based integrations
    • API-to-API interactions
    • Downstream outputs (reports, payment instructions, regulatory filings, client statements)
    • Detection of missing or delayed file arrivals
    • Validation of file content integrity: size, record count, schema conformance, absence of error flags.
    • Tracking of batch job executions, including start/end times, return codes, exception logs, and dependencies.
    • Observation of integration touchpoints, ensuring successful message transmission and acknowledgment
    • Automated reconciliation checks between source and destination systems (e.g., number of transactions sent vs. processed).
    • Smart alerting on logical anomalies, such as zero-balance positions, duplicate payments, or mismatched currency conversions.
    • Deployment and configuration of enterprise-grade APM tools (Dynatrace, Datadog, AppDynamics, Splunk) to correlate events across systems.
    • Instrumentation of scripts and backend processes to emit custom metrics and traces.
    • Use of synthetic monitoring and heartbeat probes to simulate critical workflows.
    • Suppression of noise through intelligent alert grouping, deduplication, and dynamic thresholds.
    • Seamless integration with incident management platforms (e.g., ServiceNow) for auto-ticket creation
    • At a private bank, designed a monitoring layer for transmissions and triggers automated retries or notifications — reducing undetected payment errors.
    • Implemented integrity checks using monitoring, flagging malformed position files before downstream reporting jobs began.
    • Created an integration health dashboard showing real-time status APIs and file feeds connecting portfolio management, custody, and billing systems used operationally by L1/L2 support.
    • Automated reconciliation between outbound transaction batches and upstream confirmation receipts, identifying mismatches before settlement cut-off.
    02
    Must-have criteria
    • Deep operational knowledge of end-to-end incident management processes
    • ITIL v3/v4
    • Strong technical acumen in building holistic monitoring ecosystems
    • Experience with APM tools (Dynatrace, Datadog, AppDynamics, Splunk)
    • Good experience in working and navigation in a multi-national, global organisation
    • Pro-active thinking and knowledge sharing
    • Team player spirit
    • Good communication skills
    • Ability to work under pressure
    • Maintains strong attention to detail in high-pressure situations
    03
    Nice-to-have criteria
    • German or French language skills are an advantage.
    04
    Contract duration

    • Start date: asap

    • End date: 31/07/2027 with option for extension

    05
    Language requirements

    • Excellent English language skills

    06
    Application form