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Incident Manager - Budapest (Referenciaszám: BV-2101)

Man at Work Kft.

Hozzáadva: 2018.01.26.
Jelentkezési határidő: 2017.11.15.
Hirdetés azonosító: 1183904

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, KPIs and SLAs 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 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
  • Ensuring communication towards Management 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

Place of work:


Profile of our partner:

A Man at Work Humánszolgáltató és Személyzeti Tanácsadó Kft. is looking for a colleague for a multinational service company.

How to apply for the job:

If you are interested in our job advertisement, send your application to our e-mail address and give the number of the position (BV-2101).

(Magán-munkaközvetítői nyilvántartási szám: 1237/2001.)
(Munkaerő-kölcsönzői nyilvántartási szám: 3440/2001.)
(Adatvédelmi nyilvántartási szám: NAIH-73314/2014.; NAIH-85575/2015.)
Kategória IT / Informatika, Hardver tanácsadó, Szoftver tanácsadó, Szoftvertesztelő, Webmester
Régió Budapest
Minimális tapasztalat 1 év
Szükséges iskolai végzettség Főiskolai végzettség
Vezetői engedély Nem szükséges
Munkaidő Teljes munkaidő, Határozatlan idejű
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