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Lead Incident Manager

T-Systems Slovakia s.r.o.

Place of work
Žriedlová 13, Košice region - Košice
Contract type
Start date

Information about the position

Job description, responsibilities and duties

General Description
- Overall responsibility for an Incident and its rectification in strict accordance with standards (as appropriate by means of Service Level and/or Operational Level Agreements) and is also responsible for correctness and completeness of documentation within the Incident Record.

- Handle the Incident during its whole existence with strict observance of SLA/OLA (avoiding long-dated-tickets, avoidance of preventing idle periods of Incident Records)
- Control correct assignment of Incidents
- Coordinate information on time in case of critical incidents or impending breaches of SLA/OLA.
- Plan and organize the completeness and quality of all necessary information of the Incident during its whole existence until the accepted removal of the issue
- Clarify all responsibilities being unclear
- Schedule the Incident
- Classify and prioritize the Incident
- Make a diagnosis of the Incident
- Coordinate solving of the Incident and closing of the Incident
- Initiate the Major Incident Process on suspicion of a Major Incident
- Handle hierarchical escalation - requesting resources - Functional authorization of sectors involved

Employee perks, benefits

- Cafeteria - individual benefit
- Trainings and development opportunities
- Discounts at various providers in Košice
- Possibility of Home office
- Pension savings contribution
- Meal vouchers contribution
- Teambuildings
- Extra vacation days
- Young and enthusiastic working environment
- Diversity Program
- Health Weeks
- Sport Activities
- Weekend Events
- Work life Coaching
- Doctors at workplace
- Credit card
- Metro card
- Referral bonus /financial/
- Rotations possibilities

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

- High School / University degree
- ICT Operational environment (advantageous)
- Understanding of ICT operation
- Knowledge of Quality and Process Management
- English – advanced (fluency in speaking)
- German – advantage
- Advanced communication skills
- ITIL overview – Incident Management: big advantage
- IT overview: big advantage
- Stress resilient
- Results oriented, initiative and enthusiastic
- Structured thinker
- Developed soft skills and experience with customers
- Intercultural experience


Brief description of the company

T-Systems delivers high-quality services combining information and communication technology (ICT). The company's broad expertise in both fields makes the business customer division of Deutsche Telekom a preferred partner for multi-national corporations, small and medium-sized businesses and public institutions. Over 160,000 customers from every industry worldwide benefit from the company's special expertise in providing integrated ICT solutions from a single source. T-Systems is the only company to offer its own complete ICT portfolio and to combine IT (Information technology) and communication technology to produce new solutions.

Number of employees

1000 an more employees

Company address

T-Systems Slovakia
Zriedlova 13
040 01 Kosice
ID: 3223979   Megjelentetés dátuma: 2017.11.28.