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Senior Lead Incident Manager for biggest internal customer

T-Systems Slovakia s.r.o.

Place of work
Košice, Slovakia
Contract type
Start date

Information about the position

Job description, responsibilities and duties

- Manages, steers and coordinates contributing activities in resolution of CBI High incidents
- Acts in accordance of customer reference process, whilst observing related SLA’s and KPI’s to ensure incidents are resolved within time.

- To qualify, validate, lead and escalate / deescalate major (CBI - High / Critical) incidents
- To open and lead technical conference calls
- To own and coordinate Incidents, whilst ensuring that key milestones, KPI’s and SLA’s are achieved
- To create and distribute ‘structured list’ communications to key stakeholders in line with ‘reference’ process, keeping them informed of progress for resolution Initiates root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets
- Lead incident resolution whilst ensuring that KPIs and SLA are achieved

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

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

- Process- Organisation - and Quality Management, Minimum number of years: 2

Soft skills
- Strong Communication skills - Advanced
- Analytical thinking - Advanced
- Presentation skills - Advanced
- Organisational skills - Advanced
- Flexibility
- Stress resistance - Advanced

Other skills
- Ability to work autonomously - Intermediate

Other criteria or requirements
- 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
- Intercultural experience (advantageous)


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: 3491075   Datum zveřejnění: 13.9.2018   Základní složka mzdy (brutto) a další odměny:   Minimum base salary 1200 € + variable part + other financial benefits. The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.