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Lead Incident Manager 
IT Services Hungary Kft.
Hozzáadva: 2016.09.24.
Hirdetés azonosító: 934229

Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.

T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.

Let us together shape the world of tomorrow!

The Lead incident manager (LIM) is responsible for a professional and effective management of T-Systems major incidents, means incidents with a critical impact for the customer. He/She is responsible for managing major or critical incident to ensure coordination, proper control and communication take effect in a timely manner. He/She is acts as part of the global Lead Incident Management team of the global MoD service. The LIM is the consistent implementation of the lead delivery model.


The role expected with leadership as well as “sense of urgency” to ensure all resolution resources, escalation and engagement occur in time to resolve the incident to mitigate risk to business.


The LIM should thus be equipped with extensive competencies and mandate. He/She is also accountable the highest level of communication to business, stakeholders, and technical operations team is maintained during the course of incident. LIM is managing the communication to management of the affected Production and Service units, also informing senior and top management on T-Systems and stakeholders from customer


  • Works independently to coordinate, facilitate, and help drive the service restoration process across multiple technical functions to oversee the Incident management process. Facilitates the Critical Incident Management Bridge/Meetings while driving the end to end incident to resolution.
  • In the event of critical incidents (lead incident case in event of critical and high customer business impact), the fastest possible, transparent restoration though assumption of incident coordination across the line.
  • Prepared and distribution incident notification, and summary for the start of incident as well as end of incident. Describe, validate, and distribute structure list required communication that needs to send to stakeholders, management, and customer.
  • Coordinate and develops relationship with technical teams and managing the involvement of the suppliers and vendors where needed. Ensure the cooperation of technical, vendor, or suppliers provide consistent support.
  • Coordinates the conference calls for status updates and decisions about the concrete proceeding for the incident restoration.
  • Responsible for incident communication, the interface to the customer and integration of the MoD.
  • In a major incident, LIM has authority over all the Delivery areas involved.
  • Ensures that a massive impact of customer business is avoided. By managing the major incident in a professional manner reputation losses and penalty payments could be prevented.
  • Monitors the effec

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