Lead Incident Manager

Summary

Join Deutsche Telekom IT Solutions, a leading ICT employer in Hungary, as an Incident Manager. You will take the lead in resolving critical IT incidents in a 24/7 environment, collaborating with various teams and top management. Responsibilities include supporting communication efforts, optimizing handover procedures, contributing to incident prevention strategies, and participating in training and simulations. The role requires strong communication skills, particularly under pressure, a customer-centric mindset, and fluency in German and English. Exposure to Service Desk operations and ITIL principles is advantageous. Remote work is possible within Hungary.

Requirements

• German at C1 level and English at B2 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

Preferred Qualifications

• Exposure to Service Desk operations
• Familiarity with ticketing tools
• Awareness of ITIL principles

Benefits

Remote working possibility is only available within Hungary