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!
Inherits all accountabilities and responsibilities of the System Engineer Level 2. Where tasks overlap, the role has additional responsibilities in all areas to provide necessary assistance or to assume full responsibility.
The role is responsible to provide all levels of operational support tasks including strategic planning that fall within (and not confined to) the areas of Information Technology related infrastructure, tools and processes. The role grows beyond technical capabilities where representation and presentation of related services is required as and when deemed necessary.
The role has an overall responsibility to ensure that T-Systems’ contracted obligations towards the customers are met.
Leads, mentors, coaches and inspires more junior staff to preform to an optimal level, in order to ensure successful operational service delivery.
The management of complex operational issues, including strategic planning of new IT related infrastructure, tools and processes working towards standardization, directly decreasing operational requirements thus increasing the effectiveness of the current workforce.
Plan, schedule, and coordinate activities related to service delivery to ensure constant improvement in operations.
Provide primary technical support and information in service situations where timely and accurate feedback/actions will directly impact the resolution time and effort.
Provide primary technical advice and support to operations team on incident/change/problem/request implementation to ensure impact assessment is accurate and to ensure service landscape availability is in accordance to relevant SLA.
Responsible technical escalation point, providing system or technical development expertise and assistance to the technical resource team aiding in incident resolution in line with the contracted SLA to avoid contractual penalties.
Consult, mentor and train organization technical resources concerning methods, procedures, and standards to be used during operations to promote job enrichment within the team and to maintain technical quality in the team.
Facilitate in managing projects or task forces involving cross-functional teams to design or improve services or processes, resolve chronic problems or to conduct research on new equipment and technologies.
To build and maintain interfaces and relationships with other internal and external teams ensuring conformance and alignment of service description and deliverables resulting in robust operational service delivery.