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Lead Incident Manager

Deutsche Telekom IT Solutions Slovakia

Information about the position

  • Place of work: Košice
  • Basic wage component (gross) and other rewards: 1 000 EUR/monthFinal salary is negotiable. We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1000 € /brutto.
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

General description
Overall responsibility for an Incident and its rectification in strict accordance with standards (as appropriate by means of Service Level and/or Operational Level Agreements) and is also responsible for correctness and completeness of documentation within the Incident Record.

Key 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)
Accountable for regular reporting about progress of incident solution to all stakeholders
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 for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

Requirements
Experience:
Process, Organisation and Quality Management - 2 years minimum 

Soft skills:
Strong Communication skills - Intermediate
Analytical thinking - Intermediate
Presentation skills - Intermediate
Organisational skills - Intermediate
Flexibility and Stress resistance - Intermediate


Other skills:

Ability to work autonomously
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

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Brief description of the company

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in January 2006 under the name T-Systems Slovakia and has been inextricably linked with this region ever since. 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.

The company under the brand T-Systems Slovakia s.r.o. has defined its mission as follows: "We give IT meaning".

As part of our strategic activities, we are transforming our company into a modern information and communications technology services provider stepping towards a future based on digital technologies. We implement these steps to move our business from a project-driven model (where we supply the required number of IT experts based on our customer's requirements) to an innovative and product-oriented company model (where we supply and manage products and services during their lifecycle at the customer).

We believe that such a transformation can succeed with the right employees who are constantly developing their skills and thus contributing to the professional image of our brand in the market.

Number of employees

1000 and more employees

Contact

Contact person: Katarína Juriková
E-mail: send CV