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Global Lead Incident Manager

T-Systems Slovakia s.r.o.

Place of work
Žriedlová 13, Košice region - Košice
Contract type
Start date

Information about the position

Job description, responsibilities and duties

General Description

• Manages and coordinates managerial activities, technical units needed to solve the Major incident Customer Business Impact (CBI) Critical or high IT incidents or Priority 1incident or special requests like project escalations, hyper care etc., 24/7.
• Accountable for ensuring the re-establishment of the service by cross departmental coordination of all involved units within T-Systems International (TSI) and relevant 3rd parties.

• Manage and steer of various conference call meetings (Management conference call, in co-operation with MoD Service/MoD De-escalation management) which are conducted to manage the issue resolution
• Clarify customer business impact during the Major incident with all the relevant parties including responsible assignment group of TSI, Service Delivery Management organization (SDM), Operation manager (OPM), Service chain Operation manager (SC OPM), Customer Manager on duty (MoD) (if applicable), line MoD, incident/issue identifier, relevant 3rd parties.
• Define the technical leader (MoD /LIM/ senior LIM) of the technical call.
• Define work streams for technician conference call to trigger the incident resolution, for communication with TSI management about customer business impact, root cause, resolution steps and work-streams.
• Support function for Problem Management (PRM) after the Major incident during initial PRM activities Rootcause analysis (RCA).Clarification of ticket responsibility - GLIM is responsible for clarification of responsible assignment group in case that the responsibility is not clear between TSI teams/assignment groups.
• Reporting – Summarization of main facts about the issue itself within the Incident report (hereafter IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality.
• Proposes process improvements, drives a continuous improvement culture, developing people, improving productivity, quality.
• Leading of virtual teams in a global area – various managers (MoD, LIM, SDM, Top manager) in unique incidents

Employee perks, benefits

Other benefits:

• Cafeteria - individual benefit
• Trainings and development opportunities

• Discounts at various providers in Košice
• Possibility of Home office
• Pension savings contribution
•Meal vouchers contribution
• Teambuildings
• Extra vacation days
• Young and enthusiastic working environment
• Diversity Program
• Health Weeks
• Sport Activities
• Weekend Events
• Work life Coaching
• Doctors at workplace
• Credit card
• Metro card
• Referral bonus /financial/
• Rotations possibilities

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills


• University Degree

• Process- Organisation - and Quality Management - 4 years

Soft Skills
• Strong Communication Skills
• Analytical thinking
• Presentation Skills
• Organisational Skills
• Flexibility
• Stress resistance

Other Skills
• Ability to work autonomously - Advanced
• Ability to work on shifts (24/7)

• English (B2)

Other Criteria or Requirements
• Customer oriented, initiative and enthusiastic
• Results oriented, persevering, able to complete task on time under pressure
• Works on assigned tasks independently
• Intercultural experience (advantageous)
• Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM•
• Experience in leading projects and motivation of others
• Detailed knowledge about ITIL v2 or v3 especially about Service Operation’s INM, PRM, CHM
• Detailed knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence-Program, Quality-Tools)
• Excellent judgment, tact, and decision-making ability
• Excellent coordination skills: managing complex IT technical investigations
• Excellent ability to work effectively with clients and other Top management personnel
• Excellent ability to organize, present, moderate management teleconferences in a structured manner
• High degree of initiative, responsibility, reliability and proactive action
• Excellent ability to organize, present, moderate management teleconferences in a structured manner
• Very structured and self-reliant way of working
• Very strong analytical skills required, pro-customer orientation on a high level
• Very high degree of initiative, responsibility, reliability and proactive action


Brief description of the company

T-Systems delivers high-quality services combining information and communication technology (ICT). The company's broad expertise in both fields makes the business customer division of Deutsche Telekom a preferred partner for multi-national corporations, small and medium-sized businesses and public institutions. Over 160,000 customers from every industry worldwide benefit from the company's special expertise in providing integrated ICT solutions from a single source. T-Systems is the only company to offer its own complete ICT portfolio and to combine IT (Information technology) and communication technology to produce new solutions.

Number of employees

1000 an more employees

Company address

T-Systems Slovakia s.r.o
Žriedlová 13
040 01 Košice
ID: 3169607   Datum zveřejnění: 5.2.2018