Incident Manager (Budapest)

Job description

Your task

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

About us

IT Services Hungary is the biggest ICT service company in Hungary, subsidiary of T-Systems International. As an important member of the international T-Systems network IT Services Hungary is the most dynamic IT service centers in Hungary which won the Investor of the Year Award in 2008. Within a broad portfolio of ICT consultation services, ITSH concentrates on the management and outsourcing of IT solutions, and also development and system integration. The company continuously develops its sites in Budapest and Debrecen, and provides job opportunities for IT professionals.

More company information

Desired profile

Your Profile

· 
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