Senior Lead Incident Manager (REF1107L) at Deutsche Telekom IT Solutions Slovakia

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services.

Are you passionate about IT, eager to expand your English and German language proficiency and looking for a flexible work environment to maximize your work-life balance? Join us as a Lead Incident Manager and immerse yourself in a dynamic role where you'll:

• Master persuasive language techniques through stakeholder management.
• Navigate complex IT situations, enhancing your technical expertise.
• Develop sharp problem-solving and decision-making skills.
• Excel in data gathering, reporting, and documentation.
• Gain insights into advanced IT processes and project management fundamentals.
• Cultivate an entrepreneurial mindset for innovative solutions.

If you're seeking a role that revolves around language, technology, and diverse stakeholder relationships, consider joining our international Lead Incident Management Team. Your career journey begins here.

Purpose

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, related SLA’s and KPI’s to ensure incidents are resolved within time.

WHAT WILL YOU DO?

• Lead the Way from Start to Resolution: Take charge of issues from inception to successful resolution, always adhering to SLA/OLA agreements to ensure efficient and timely handling.
• Proactive Management in Critical Situations: In case of critical challenges or potential SLA/OLA breaches, promptly coordinate and share vital information to stay ahead.
• Set the Standard for Data Quality: Organize and oversee the completeness and accuracy of all necessary information related to incidents.
• Clarify Roles and Responsibilities: Eliminate ambiguities regarding responsibilities to streamline the resolution process.
• Strategically Schedule Tasks: Efficiently plan and schedule tasks, prioritizing based on urgency and impact.
• Classify and Prioritize Workstreams: Categorize and prioritize challenges to address the most critical ones first.
• Uncover the Core Parts of Technology: Conduct in-depth diagnosis to understand the underlying causes and facilitate effective solutions.
• Collaborate for Resolution: Work closely with teams to drive resolution and ensure every task is successfully addressed.
• Trigger Major Incident Protocols: When needed, initiate the Major Incident Process for situations hinting at becoming major issues.
• Manage Hierarchical Escalation: When required, oversee hierarchical escalation, request additional resources, and ensure proper authorization across all sectors.

Support Critical Deployments and Campaigns: Support during critical deployments and vital marketing initiatives. This is a unique opportunity to learn from experts in marketing and deployment management during your support activities.

YOU WILL SUCCEED IF YOU:

• Hold a university degree.
• Possess practical experience in Process, Organization, and Quality Management.
• Showcase strong communication skills.
• Display analytical thinking capabilities.
• Highlight your presentation skills.
• Demonstrate exceptional organizational skills.
• Exhibit flexibility and stress resistance.
• Prove your ability to work autonomously.
• Have an upper-intermediate (B2) level of proficiency in both English and German.
• Understand the business environment and IT processes and organization.
• Be customer-oriented, proactive, and enthusiastic.
• Show a results-oriented mindset with the ability to persevere and complete tasks under pressure.
• Work independently on assigned tasks.
• With these qualifications, you'll be well-prepared for our interview process.

WHY SHOULD YOU CHOOSE US?

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to Benefits

Salary

Final 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 1295€ /brutto.

Additional information

* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.