Senior Lead Incident Manager with German language - (m/f/d)

Deutsche Telekom IT Solutions Slovakia

13d•$1,800•Remote

About The Position

Deutsche Telekom IT Solutions Slovakia is seeking a Lead Incident Manager with strong English and German language skills to join their dynamic team. This role offers a flexible work environment focused on work-life balance. The position involves mastering stakeholder management, enhancing technical expertise in complex IT situations, developing problem-solving and decision-making skills, excelling in data gathering and reporting, gaining insights into IT processes and project management, and cultivating an entrepreneurial mindset. The Lead Incident Management Team is looking for individuals passionate about language, technology, and diverse stakeholder relationships.

Requirements

Possess practical experience in Process, Organization, and Quality Management.
Showcase strong communication skills.
Display analytical thinking capabilities.
Highlight your presentation skills.
Demonstrate exceptional organizational skills.
Exhibit flexibility and show a results-oriented mindset with the ability to persevere and complete tasks under pressure.
Prove your ability to work autonomously and independently on assigned tasks.
Have an upper-intermediate (B2) level of proficiency in both English and German.
Understand the business environment and IT processes and organization.
Be customer-oriented, proactive, and enthusiastic.

Responsibilities

Lead the Way from Start to Resolution: Take charge of issues from inception to successful resolution, always adhering to SLA/OLA agreements to ensure efficient and timely handling.
Proactive Management in Critical Situations: In case of critical challenges or potential SLA/OLA breaches, promptly coordinate and share vital information to stay ahead.
Set the Standard for Data Quality: Organize and oversee the completeness and accuracy of all necessary information related to incidents.
Clarify Roles and Responsibilities: Eliminate ambiguities regarding responsibilities to streamline the resolution process.
Strategically Schedule Tasks: Efficiently plan and schedule tasks, prioritizing based on urgency and impact.
Classify and Prioritize Workstreams: Categorize and prioritize challenges to address the most critical ones first.
Uncover the Core Parts of Technology: Conduct in-depth diagnosis to understand the underlying causes and facilitate effective solutions.
Collaborate for Resolution: Work closely with teams to drive resolution and ensure every task is successfully addressed.
Trigger Major Incident Protocols: When needed, initiate the Major Incident Process for situations hinting at becoming major issues.
Manage Hierarchical Escalation: When required, oversee hierarchical escalation, request additional resources, and ensure proper authorization across all sectors.
Support Critical Deployments and Campaigns: Support during critical deployments and vital marketing initiatives. This is a unique opportunity to learn from experts in marketing and deployment management during your support activities.