Lead Incident Manager

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Accountabilities

  • Handle the Incident during its whole existence with strict observance of SLA/OLA (avoiding long-dated-tickets, avoidance of preventing idle periods of Incident Records)
  • Control correct assignment of Incidents
  • Coordinate information on time in case of critical incidents or impending breaches of SLA/OLA.
  • Plan and organize the completeness and quality of all necessary information of the Incident during its whole existence until the accepted removal of the issue
  • Clarify all responsibilities being unclear
  • Schedule the Incident
  • Classify and prioritize the Incident
  • Make a diagnosis of the Incident
  • Coordinate solving of the Incident and closing of the Incident
  • Initiate the Major Incident Process on suspicion of a Major Incident
  • Handle hierarchical escalation - requesting resources - Functional authorization of sectors involved

Requirements

  • Understanding of business environment and IT, processes, organization
  • Customer oriented, initiative and enthusiastic
  • Results oriented, persevering, able to complete task on time under pressure
  • Works on assigned tasks independently

Education

  • Master´s degree

Experience

  • Minimum 2 years experience working within Process, Organisation and Quality Management

Soft skills

  • Strong communication skills
  • Analytical thinking 
  • Presentation skills
  • Organisational skills
  • Flexibility
  • Stress resistance

Languages

  • German - Upper Intermediate (B2)
  • English - Upper Intermediate (B2)

Benefits

  • Possibility of Teleworking or Home office
  • Cafeteria - individual financial benefit
  • Trainings and development opportunities (Coursera, Percipio full access for free)
  • Pension savings contribution
  • Extra vacation days
  • Referral bonus /financial/
  • Discounts at various providers in Košice
  • Team buildings online
  • Work-life Program and Coaching
  • Health Weeks
  • Sport Activities
  • Weekend Events
  • Doctors at workplace
  • Credit card
  • Rotations possibilities

Profil

Requirements

  • Understanding of business environment and IT, processes, organization
  • Customer oriented, initiative and enthusiastic
  • Results oriented, persevering, able to complete task on time under pressure
  • Works on assigned tasks independently

Education

  • Master´s degree

Experience

  • Minimum 2 years experience working within Process, Organisation and Quality Management

Soft skills

  • Strong communication skills
  • Analytical thinking 
  • Presentation skills
  • Organisational skills
  • Flexibility
  • Stress resistance

Languages

  • German - Upper Intermediate (B2)
  • English - Upper Intermediate (B2)

Was wir bieten

  • Homeoffice/Mobile Working möglich

    Egal ob im Büro oder von einem anderen Ort - mobiles Arbeiten ist bei uns kein Problem. Die Arbeit im Homeoffice gehört zu unserem beruflichen Alltag und wird durch digitale Plattformen unterstützt.

  • Kantine am Standort

    Gesundes Essen in guter Gesellschaft - unsere Kantinen machen es möglich. Hier lässt sich bequem und nur wenige Minuten vom Arbeitsplatz entfernt aus einer großen Auswahl an warmen und kalten Speisen auswählen.

Über uns

Über uns

Deutsche Telekom Systems Solutions Slovakia s.r.o. is one of the two legal entities promoted under one brand Deutsche Telekom IT Solutions Slovakia. Our parent company Deutsche Telekom AG decided to take strategic steps towards structural change, which resulted in the splitting of T-Systems Slovakia into two legal entities, operating, as of July 1, 2020.
Our original brand T-Systems Slovakia has been inextricably linked with Kosice region since January 2006. We proved this the very next year, when we became one of the founding members of Košice IT Valley association.
Over the last decade, we have managed to grow from scratch to being the second largest employer in the eastern part of the country. At the same time, with more than 3,900 employees, we are one of the top fifteen largest employers in Slovakia. Thanks to our highly qualified and motivated employees, we are the company with the fastest growth in added value within the IT industry in Slovakia. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative services.

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