Az álláshirdetés lejárt.
Aktuális állást talál az aktív állásajánlatok között: új keresés indítása itt
Incident Manager (Budapest) 
IT Services Hungary Kft.
Hozzáadva: 2017.11.15.
Hirdetés azonosító: 1023986

Generic accountabilities:

  • To qualify, validate, lead and escalate / deescalate major (CBI - High / Critical) incidents

  • To open and lead technical conference calls

  • To own and coordinate Incidents, whilst ensuring that key milestones, KPI’s and SLA’s are achieved

  • To create and distribute ‘structured list’ communications to key stakeholders in line with ‘reference’ process, keeping them informed of progress for resolution

    • Initiates 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 SLA are achieved


Task list:

  • Handling of Severity 1 and 2 Incidents as per T-Systems and TSS Standards  fulfilling the contractual obligations

  • Handling of Incidents escalated by MoD / Customer (Sev3 (medium) escalated )

  • Managing communication to On Call Duty

  • Managing communication to Global / TSS MoD

  • Managing communication to Customer / Operational Integrators

  • Managing and steering Conference Calls (Technical Bridge, Management Bridge)

  • Constructing, updating and distributing the Structuring List

  • Ensure and create incident documentation as per T-Systems and TSS standards

  • Ensuring communication towards Management of both T-Systems and Customers in case of any customer effect by Platform Breakdowns.

  • Supporting Service Level Reporting through approving/overviewing Incident based SL reports

  • Handover to Problem Management to start the investigation on major issues, and where root cause is unknown

  • Initiate Change Management as needed

  • Owner of e-Change Management Process during out of office hours of Change Management

  • Monitoring and steering of Issues occurring on Monitoring  Dashboard

  • Participation in CSI including driving local lessons learned and supporting improvement actions

  • Supporting Zero Outage compliance

  • Management report in the required frequency

  • Representation in the regular status meetings

  • Managing communication for Case Exchange with respective towers

  • Support SC OPM in incident management process definition and delivery

  • College/university degree or relevant experience

  • At least 1-2 years experience gained in the field of IT

  • Fluent English knowledge AND intermediate German language knowledge

  • Deep IT knowledge

  • Knowledge of ITIL processes, practical experience

  • Willingness to work in shifts and standby

  • Excellent problem solving and communication skills

  • Certificate of good-conduct

Application - IT Services Career Site

IT / Informatika
Egyéb hasonló állások Önnek

BIOTECH GmbH Magyarországi Fióktelep

Biotech GmbH Magyarországi Fióktelepe Nemzetköz...
Budapest, Pest, Diósd

Raktáros (Budapest)

Unix Autó Kft.

"Megbízhatóság, Minőség, Innováció" Az UNIX Aut...
Budapest, Pest

Villamosmérnök (Budapest)

MÁV-START Vasúti Személyszállító Zrt.

MÁV-csoport MÁV-START Zrt. Villamosmérnök (Buda...
Budapest, Pest