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Lead Incident Manager

T-Systems Slovakia s.r.o.

Place of work
Košice, Slovakia
Contract type
full-time
Start date
ASAP

Information about the position

Job description, responsibilities and duties

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.

Accountabilities

- Handle the Incident during its whole existence with strict observance of Service Level Agreement (SLA)/Operation Level Agreement (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.

Employee perks, 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

Secondary with school-leaving examination
University education (Bachelor's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

- ICT Operational environment (advantageous),
- understanding of ICT operation,
- knowledge of Quality and Process Management.
- advanced communication skills,
- ITIL overview – Incident Management: big advantage,
- IT overview: big advantage,
- stress resilient,
- results oriented, initiative and enthusiastic,
- structured thinker,
- developed soft skills and experience with customers,
- intercultural experience.

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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
Slovakia
http://www.t-systems.sk

Contact

Contact person: Mgr. Martina Mano
E-mail: send CV
ID: 3343015   Datum zveřejnění: 11.12.2018   Základní složka mzdy (brutto) a další odměny:   Minimum base salary 900 € + variable part + other financial benefits. The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.