Remote Lead Incident Manager

Summary

Join our team as a skilled IT professional and take on the challenge of addressing crisis situations in a 24/7 operational environment. Assist in resolving critical incidents, collaborate with various units, and contribute to process optimization.

Requirements

• Proficiency in English at C1 level
• Basic understanding of IT concepts
• Good communication skills, particularly in high-stress situations
• Customer-centric mindset

Responsibilities

• Take the lead in addressing crisis situations in a 24/7 operational environment
• Assist in resolving critical (P1), complex, and multiple customer incidents, involving all relevant parties
• Support communication efforts with top management and clients regarding incident resolution strategies
• Collaborate effectively with various units/parties involved in incident resolution efforts
• Participate in optimizing and executing handover procedures towards Problem Management
• Contribute to the development and execution of strategies to prevent incident occurrences
• Assist in managing and optimizing IT incident, knowledge, and quality processes
• Contribute to lessons learned and training processes, including documentation creation
• Learn from and support Lead Incident Managers through training, coaching, and shadowing
• Participate in incident simulations (dry runs) and coordinate as needed
• Support Lead Incident Managers as shift leads
• Contribute to projects with strategic relevance under guidance

Benefits

• Exposure to Service Desk operations
• Familiarity with ticketing tools
• Awareness of ITIL principles
• Remote working possibility within Hungary due to European taxation regulation