Lead Incident Manager with German and English - REF2532A

Company Description

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.

Job Description

Are you ready to evolve your career in incident management? We are seeking a motivated Lead Incident Manager to join our dynamic team. In this role, you will have the opportunity to take the lead in crisis, emergency, and disaster situations in a 24/7 operational environment. You'll be at the forefront of resolving critical (P1), complex, and multiple customer incidents, working closely with top management, clients, and other involved parties. This position offers a unique chance to develop your management skills, enhance your strategic thinking abilities, and gain hands-on experience in incident management.

Responsibilities:

• Take the lead in addressing crisis situations in a 24/7 operational environment.
• Assist in resolving critical (P1), complex, and multiple customer incidents, involving all relevant parties.
• Support communication efforts with top management and clients regarding incident resolution strategies.
• Collaborate effectively with various units/parties involved in incident resolution efforts.
• Participate in optimizing and executing handover procedures towards Problem Management.
• Contribute to the development and execution of strategies to prevent incident occurrences.
• Assist in managing and optimizing IT incident, knowledge, and quality processes.
• Contribute to lessons learned and training processes, including documentation creation.
• Learn from and support Lead Incident Managers through training, coaching, and shadowing.
• Participate in incident simulations (dry runs) and coordinate as needed.
• Support Lead Incident Managers as shift leads.
• Contribute to projects with strategic relevance under guidance.

Qualifications

Must-Have Skills:

• Proficiency in German at a C1 level and English at a B2 level.
• Basic understanding of IT concepts.
• Good communication skills, particularly in high-stress situations.
• Willingness to learn and develop yourself.
• Customer-centric mindset.

Nice-to-Have Skills:

• Exposure to Service Desk operations.
• Familiarity with ticketing tools.
• Awareness of ITIL principles.

Personality Traits:

• Eagerness to learn and grow.
• Resilient in high-pressure environments.
• Collaborative mindset.
• Strong interpersonal skills.
• Customer-focused approach.

Additional Information

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