Kontakt
Poštová adresa:
T-Systems Slovakia s.r.o.
Žriedlová 13
040 01 Košice

Web:
www.t-systems.sk

E-mail:
t-systems@t-systems.sk

Tel.:
055/ 785 35 66

Lead Incident Manager with German language

T-Systems Slovakia s.r.o.

Information about the position

  • Place of work: Košice
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

General description/ 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
  • Accountabilities
  • Handle the Incident during the whole  Incident Lifecycle with strict observance on  SLA/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 lifecycle until the incident resolution
  • Clarify all responsibilities being unclear
  • CBI – Customer Business Impact  verification (including issue identifier, SDM, TSI responsible groups)
  • Schedule Teleconferences in order to solve the  Incident
  • Moderation, steering and organizing of technical call’s
  • Classify and prioritize the Incident
  • Make a diagnosis of the Incident
  • Manage  the Incident solving  and closing of the Incident
  • Initiate the Major Incident Process procedure in case the situation requires it
  • Collaboration with process interfaces (EVM, PRM, INM, CFM, CHM and others)
  • Handle hierarchical escalation
  • Reporting of relevant requests from stakeholders (INM report or action of LIM activities)

Requirements for the employee

Required education

University education (Master's degree)

Language skills

German - Upper intermediate (B2) and
English - Upper intermediate (B2)

Personality requirements and skills

Requirements
Education
  • University degree
  • Experience
  • 2 years’ experience within the IT environment and processes
  • Languages
  • German advanced  - B2+  (mandatory)
  • English  advanced  - B2+  (optional)
  • Others
  • Understanding of business environment and IT, processes, organization
  • ITIL Foundation knowledge
  • IT Infrastructure Overview (Network, OS, MW, DB, APP)
  • Great Communication and Presentation Skills
  • Structured thinking/Analytical Skills ability to perform in complex IT environment
  • Negotiation & communication skills
  • Customer oriented, initiative and enthusiastic
  • Results oriented, persevering, able to complete task on time under pressure
  • Works on assigned tasks independen

Advertiser

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 and communication technology to
produce new solutions.

Main focus of the company's activities

Information technology, computer programming, web portals

Address

T-Systems Slovakia s.r.o.
Žriedlová 13
040 01 Košice
Slovak Republic

ID: 2742461   Dátum zverejnenia: 29.9.2016  
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