Lead Incident Manager (REF4194P)

The largest ICT employer in Hungary, Deutsche Telekom IT Solutions (formerly IT-Services Hungary, ITSH) is a subsidiary of the Deutsche Telekom Group. Established in 2006, the company provides a wide portfolio of IT and telecommunications services with more than 5000 employees. ITSH was awarded with the Best in Educational Cooperation prize by HIPA in 2019, acknowledged as one of the most attractive workplaces by PwC Hungary’s independent survey in 2021 and rewarded with the title of the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.

• Steering procedures to solve complex major problems in the task area
• Analyzing potential or existing incidents (root cause analysis) within the scope of the problem management process
• Defining and tracking appropriate measures and developing workarounds to avoid the recurrence of incidents
• Defining and placing requests for change
• Communicating and transferring information to all stakeholders, including management, and, if necessary, initiating escalation procedures
• Functionally steering all relevant service providers
• Designing, implementing and checking quality assurance measures
• Being involved in strategic design requirements related to the problem management process
• Practicing knowledge management

• Customer communication in German and English
• Presentation of Root Cause in front of the customer
• Moderation of calls 
• Definition and structuring workstreams
• ITSM tool knowledge (SNOW)
• Microsoft Office Knowledge
• Availability for on-call support

Advantages: 

• Basic understanding of IT concepts
• Good communication skills, particularly in high-stress situations
• Willingness to learn and develop yourself
• Customer-centric mindset

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.