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Senior Incident Manager (Budapest) 
IT Services Hungary Kft.
Hozzáadva: 2016.09.28.
Hirdetés azonosító: 1029000

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

Application - IT Services Career Site

IT / Informatika
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