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Lead Incident Manager (Budapest) 
IT Services Hungary Kft.
Hozzáadva: 2017.07.19.
Hirdetés azonosító: 1048814

Generic accountabilities:

  • Ownership of restoration coordination of  High customer impact and Critical incidents based on T-Systems standards 
  • To lead and moderate technical conference calls
  • To create and distribute incident report forms to key stakeholders to keep them informed on the restoration progress
  • Providing input to problem management for possible service improvement areas during the follow-up of High and Critical incidents  

Task list:

  • Handling of CBI High & Critical Incidents as per T-Systems and standards 
  • Handling of special incident escalations
  • Managing communication to operational counterparts
  • Managing communication to Customer / Operational Integrators
  • Managing and steering conference calls
  • Constructing, updating and distributing Incident Reports
  • Supporting Service Level Reporting
  • Co-operation with change and problem management
  • Participation in Service Improvement projects including driving local lessons learned and supporting improvement actions
  • Representation in the regular status meetings
  • Managing internal documentation and handover process
  • College/university degree or relevant experience
  • At least 1-2 year experience gained in the field of IT
  • High level English knowledge AND at least elementary German language knowledge
  • Basic understanding of IT (especially in the networking field)
  • Basic knowledge of ITIL processes, practical experience in ITIL
  • Willingness to work in shifts and standby
  • Excellent problem solving and communication skills
  • Willingness to explore and develop
  • Certificate of good-conduct

Application - IT Services Career Site

IT / Informatika
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