Process Manager - Incident and Problem Management

Deutsche Telekom IT Solutions Slovakia

Place of work
Košice, Slovakia
Contract type
Start date

Information about the position

Job description, responsibilities and duties

General description
• Performs tasks related to the respective Production processes.
• Coordinates and controls processes according to valid standards in order to increase the efficiency of the service activity and customer satisfaction.
• Designs and produces internal and external reports related to process management.
• Coordinates and organizes activities related to group of colleagues related to daily tasks or small team projects on a regular basis.
• Provides active on site support, training and development activities for other colleagues.
• Identifies gaps and deviations in existing processes/instructions and actively defines and implements improvements.
• Governance of the process management within the unit or company.
• Propose and implements changes in processes or sub-processes according to valid standards and in order to increase the efficiency of the service activity.
• Provides consultancy in assigned processes.
• Prepares and controls optimization measures relating to processes and reporting.

• Design and elaborate end-to-end business processes
• Develop current processes
• Create and document high- and low-level process documentation
• Explore and handle dependencies to other functions and teams
• Prepare and execute functional testing
• Support the daily operation and participating in the process lifecycle
• Open, handle and supervise incident, change and problem tickets
• Lead the incident resolution procedure
• Take decisions required in order to speed up resolution of the incident.
• Ticket quality check
• Report regularly on the incident resolution progress.
• Identify and assess the risks during the Major Incident Procedure.
• Contribute to the reporting of SLAs and KPIs
• Contribute to measurement of customer satisfaction
• Contributinge to create, handle and update the documentation of the processes
• Support during audits
• Organize and participate technical & management calls
• Steer all involved units, manage customer expectations.
• Monitor compliance with deadlines and expected service levels.
• Initiate Change Management if needed
• Prepare Root Cause Analysis for Problem Management

Wage (gross)

971 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 971/brutto.

Employee perks, 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

Requirements for the employee

Candidates with education suit the position

University education (Master's degree)

Educational Specialization

Computer Science, Business or similar field

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

• Good knowledge about DT / former TSI TC processes and IT Tools for the XL customer process chain
• Knowledge of the architecture of different telecommunications platforms; ability to administer technologies and systems for the supply of telecommunications networks and services
• Knowledge and understanding of technological basics and application possibilities of current information and communication technologies; ability to assess the applicability to new operational or technical challenges, to discuss them with experts and to generate the best possible result for the customer within the technological possibilities.
• Knowledge of principles, processes, procedures and tools for solution development; Ability to assess requirements and provide solutions.

• At least 2 years of relevant experience working within an IT environment and with IT processes
• Experience working with development methodologies such as SAFe, Agile, Scrum

IT Technical Skills
• Familiar with ARIS and/or BPNM Modeling language
• Familiar with agile tools (Confluence, Jira, etc.)
• PC skills / HW, SW/- Advanced
• MS Office- Advanced

Soft skills
• Open minded
• Ability to abstract
• Communicative competence
• Self-dependent working attitude

• ITIL 4 Foundation Certification or relevant knowledge and work experience
• Knowledge of TC specific business processes with relevant experience
• Familiar with ServiceNow solutions
• Excel VBA and Macro knowledge
• Product models CPDM (Common Product Data Modell – Pricing and conditions / dependencies to Siebel, Netcracker, SAP, Salesforce…)
• German Language
• Customer-oriented, self-initiative and enthusiastic mind set
• Analytical skills and able to comprehend situation
• Methodological and structured approach of work organization
• Result-oriented, determined, able to complete tasks on time and under pressure,
• Intercultural experience


Brief description of the company

Deutsche Telekom IT & Telecommunications 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.

Number of employees

1000 and more employees

Company address

Deutsche Telekom IT Solutions Slovakia
Žriedlová 13
040 01 Košice


Kontaktní osoba: Ing. Simona Vranovská
E-mail: poslat životopis
ID: 4056546  Datum zveřejnění: 6.4.2021  Spodní hranice mzdy (brutto): 971 EUR/month