Remote Technical Incident Manager

Summary

Join the Deutsche Telekom IT Solutions team as a skilled IT professional to lead and coordinate CBI High/Critical incident resolution, manage lifecycle of incident/problem tickets, and make recommendations for process and quality improvements.

Requirements

• German and English language knowledge: B2/C1
• Experience in 1st/2nd level support/incident/change management etc
• ITIL knowledge is an advantage

Responsibilities

• Lead and coordinate CBI High/Critical incident resolution / Conduct Root Cause Analysis (RCA)
• Manage lifecycle of incident / problem tickets
• Initiate and lead technical conference calls
• Coordinate efforts of all involved parties, including suppliers and external teams
• Initiate and drive internal and external escalation procedures
• Create and distribute Incident / RCA reports to key stakeholders
• Make recommendations for process and quality improvements
• Set and track measures for process and quality improvement activities
• Agent for special, management driven escalations / topics

Benefits

Remote working possibility within Hungary due to European taxation regulation