Deutsche Telekom IT Solutions Slovakia is hiring a
Incident Manager

Summary

Join us and become a part of our team where you will have the opportunity to work with innovative information and communication technology services, enjoy a balance between work and personal life, and contribute to a positive work environment.

Requirements

• 1-3 years experience in Incident Management – advantage
• Strong communication skills, analytical thinking, presentation and organizational skills
• Customer oriented, initiative and enthusiastic
• Results oriented, persevering, able to complete task on time under pressure and you can work on assigned tasks independently
• Understanding of business environment and IT, processes in organization is an advantage
• Speak German (minimum B2 level) and English (minimum B1 level)

Responsibilities

• Manage incidents and ensure they are resolved quickly and correctly, following our standards and agreements (like Service Level Agreements)
• Make sure that all incident details, related SLAs, and performance metrics (KPIs) are properly documented, ensuring issues are addressed within the set timeframes
• Handle the Incident during its whole existence with strict observance of SLA/OLA (avoiding long-dated-tickets, avoidance of preventing idle periods of Incident Records)
• Control correct assignment of Incidents
• Coordinate information on time to prevent breaches of SLA/OLA
• Classify and prioritize the Incident
• Make a diagnosis of the Incident
• Coordinate solving of the Incident and closing of the Incident
• Creating incident reports and their presentation to the customer

Benefits

Over 25 different benefits to improve their personal and professional life in areas of financial benefits, learning and development, health and sport, family and work-life balance, and other benefits