[Hiring] Senior Lead Incident Manager @Deutsche Telekom IT Solutions Slovakia

Role Description

Our team is all about working hard, having fun, and getting stuff done. We bring a diverse set of skills, experiences, and backgrounds to the table, which makes us a dynamic and creative force. Whether it's brainstorming ideas, solving complex problems, or tackling crew challenges, we're always up for the task.

WHAT WILL YOU DO?

• Responsible for qualifying, validating, leading and escalating / de-escalating major (CBI - High / Critical) incidents.
• Responsible to open and lead technical conference calls.
• Own and coordinate incidents, ensuring that key milestones, KPIs, and SLAs are achieved.
• Create and distribute ‘structured list’ communications to key stakeholders in line with ‘reference’ process, keeping them informed of progress for resolution.
• Initiate root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets.
• Lead incident resolution whilst ensuring that KPIs and SLAs are achieved.
• Reporting – Summarization of main facts about the issue itself within the Incident report (IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality.
• Propose process improvements, drive a continuous improvement culture, develop people, and improve productivity and quality.

Qualifications

• Proven experience in managing and supporting IT infrastructure environments, with deep technical knowledge in at least one core IT service area (Windows, Linux, Storage & Backup, Cloud, etc.).
• Speak English and German at least at B2 level.
• Customer-oriented, initiative and enthusiastic.
• Results-oriented, persistent, and able to complete tasks on time under pressure.
• Detailed knowledge about ITIL, especially about Service Operation’s INM, PRM, CHM.
• Experience in leading projects and motivating others.
• Excellent judgment, tact, and decision-making ability.
• Strong coordination skills, including managing complex IT technical investigations.
• Excellent ability to work effectively with clients and senior management.
• Can organize, present, and moderate management teleconferences in a structured manner.
• Work in a very structured and self-reliant way.

Benefits

• Balance between work and personal life.
• An attractive and extensive work-life balance portfolio.
• Over 25 different benefits to improve personal and professional life.
• 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.

Salary

Final salary is negotiable. We are offering a base salary depending on seniority level and previous experience of the candidate. In addition to base salary, we provide a variable part and other financial benefits. Base salary will not be lower than 1800€ /brutto.

Additional Information

• Remote working possibility is only available within Slovakia due to European taxation regulation.
• Location: Remote from Slovakia.
• Company: Deutsche Telekom System Solutions Slovakia.
• Language: German and English.
• Job category: Corporate functions.