Senior Lead Incident Manager, German
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Job Description
Lead Incident Manager resolving critical IT incidents for Deutsche Telekom IT Solutions Slovakia. Coordinating escalations, SLA compliance, diagnosis, and resolution with German and English stakeholders.
Responsibilities:
- Lead incidents from inception to successful resolution while adhering to SLA/OLA agreements
- Coordinate and share vital information during critical situations or potential SLA/OLA breaches
- Organize and oversee completeness and accuracy of incident information
- Clarify roles and responsibilities throughout the resolution process
- Plan, schedule, prioritize, classify, and manage incident workstreams
- Conduct in-depth diagnosis to understand underlying technology causes
- Collaborate with teams to drive resolution
- Initiate the Major Incident Process when required
- Manage hierarchical escalations, request resources, and ensure authorization
- Support critical deployments and vital marketing initiatives
Requirements:
- Practical experience in Process, Organization, and Quality Management
- Strong communication skills
- Analytical thinking capabilities
- Presentation skills
- Exceptional organizational skills
- Flexibility and results-oriented mindset
- Ability to persevere and complete tasks under pressure
- Ability to work autonomously and independently on assigned tasks
- Upper-intermediate (B2) proficiency in both English and German
- Understanding of the business environment and IT processes and organization
- Customer-oriented, proactive, and enthusiastic
Benefits:
- Over 25 different benefits across financial benefits, learning and development, health and sport, family and work-life balance, and other benefits
- Work-life balance portfolio
- Variable part and other financial benefits in addition to base salary
- Flexible work environment
- Remote working possibility within Slovakia
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