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



055/ 785 35 66

Lead Incident Manager One.ERP

T-Systems Slovakia s.r.o.

Place of work
Žriedlová 13, Košice
Contract type
Start date

Information about the position

Job description, responsibilities and duties

General description/ Purpose
Telekom-IT at T-Systems Slovakia forms part of the Internal IT department for the Deutsche Telekom AG. As part of the Lead Incident Management Team, the Lead Incident Manager (LIM) is responsible for managing application incidents from the Enterprise Resource Planning (ERP) System. In case of an incident he/she is responsible for initiating the incident solving procedure. Communication with the customer and coordination of the management and technical units is required in order to solve the incident.

Control the correct assignment of Incidents, classify and prioritize the Incident according the Telekom-IT Priority Matrix and make a diagnosis of the Incident based on customer specific requirements
Lead the resolution for all Incidents classified as Priority 2 or with Customer Business Impact (CBI) High in the Telekom-IT GHS/GSO Solution and moderate the technical calls
Handle the Incident during its whole existence with strict observance of the SLA/OLA (avoiding long-dated-tickets, preventing idle periods of Incident Records).
Initiate the Major Incident procedure if necessary and ensure proper handover to the Lead Incident Management of Telekom IT
Report updates from technical calls to the Incident and Problem Management Board
Clarify Customer Business Impact during the Incident with all the relevant parties (e.g. Business Departments, Technical Department, Management and Responsible Departments on Partner Systems)
Define work streams for the technical conference call to trigger the Incident resolution.
Document the whole lifecycle of the Incident or resulting problem and ensure the distribution of reports to defined distribution lists
Responsible for the correctness and completeness of the documentation within the Incident Record and, if necessary, the Problem Record
Handle hierarchical escalation (requesting resources)

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

Language skills

German - Upper intermediate (B2) or
English - Intermediate (B1)

Personality requirements and skills


High School/University degree

Minimum 2 Years’ experience within an IT environment and with IT processes
Ability to organize, present and moderate teleconferences in a structured manner
Overview of ITIL foundation an advantage
Basic knowledge of SAP ERP an advantage

German – minimum B2 (C1 or higher a distinct advantage)
English – minimum B1 (B2 or higher an advantage)

Excellent communication and presentation skills
Analytical skills and ability to perform in a complex IT environment
Customer-oriented, initiative and enthusiastic
Results-oriented, determined, able to complete tasks on time and under pressure
Ability to work independently on assigned tasks
Leadership skills


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.

Number of employees

1000 an more employees

Company address

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

ID: 2777848   Dátum zverejnenia: 28.3.2017