Deutsche Telekom IT Solutions Slovakia is hiring a
Global Lead Incident Manager

Summary

Join a dynamic and creative team at Deutsche Telekom IT Solutions Slovakia, where you'll manage conference call meetings, clarify customer impact, and define technical leaders. You'll also support problem management, report incidents, and propose process improvements.

Requirements

• Speak English and German at least on B2 level
• Are customer oriented, initiative and enthusiastic
• Are results oriented, persevering, able to complete task on time under pressure
• Have detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM
• Have experience in leading projects and motivation of others
• Have excellent judgment, tact, and decision-making ability
• Have excellent coordination skills: managing complex IT technical investigations
• Have excellent ability to work effectively with clients and other Top management personnel
• Have excellent ability to organize, present, moderate management teleconferences in a structured manner

Responsibilities

• Manage and steer various conference call meetings
• Clarify customer impact and priority during the Major incident with all relevant parties
• Define the technical leader of the technical call
• Define work streams for technician conference call to trigger the incident resolution
• 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 DTAG 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

Benefits

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits