Incident Manager

Our multinational client is a prestigious telecommunication company with worldwide presence, for which we look for an Incident Manager

Key Responsibilites

Overall lead responsibility for Severity 1 incidents to minimize outage/degradation time to the customers, within the Service Assurance environment. Act as a single point of contact/interface for the customer and the Account Management Team. To keep all parties updated at regular intervals ensuring adherence to agreed process and SLA performance for Severity 1 incidents.

Job Responsibilities:
  • To drive and orchestrate the effective response to Severity 1 incident resolution to the agreed contractual SLA’s.
  • To deliver excellent communications during the lifecycle of a major incident, to ensure all client and resources are kept informed of progress throughout.
  • To ensure managed 3rd Party and Internal Suppliers are engaged and deliver to drive incident resolution.
  • To ensure all incident management system logs are accurate and comprehensive undertaken.
  • To support Client Services and Account team in the production of a timely and quality Severity 1 Incident Report.
  • To proactively monitor the incident management queues for customer issues.
  • To attend Change Management/CAB calls and be familiar with the content ensuring any change related issues are quickly understood and acted upon where necessary.
  • To ensure complimentary efforts and maximum co-operation during incidents, between all engaged parties.


  • Ability to show clear determination through the effective demonstration of leadership behaviors in owning and driving resolutions involving multiple parties.
  • Ability to understand service impacts on the Customer Business Units and services, and use this insight to drive resolution activity and solutions.
  • Ability to persuade and influence across matrix teams and organization layers to deliver results for the Customer.
  • Strong communication skills (verbal and written), ability to interpret and clearly communicate.
  • Ability to develop long-term trusting relationships with Customers, suppliers and key stakeholders.

Our offer

  • Supportive corporate culture.
  • Inspiring working teams.
  • Competitive salary and benefit package.
  • Professional development programs, trainings and educational support.
  • Employee and Family Friendly Workplace.
  • Private health insurance package.



How to apply

Filling in the online registration form and uploadig CV via the Randstad website

Ildikó Rác
+36 30 981 0054

Lövőház utca 39., Millenáris irodaház 2. emelet, 1024 Budapest
ID: 2786870   Megjelentetés dátuma: 2016.10.30.  
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