Lead Problem Manager for PC/PS

T-Systems Slovakia

Job ID:
111777
Country:
Slovakia
Location:
Kosice
Region:
East Slovakia
Application deadline:
31.12.2019
Employment Type:
Full Time - Regular
Job Level:
Young Professional

Job Description

General description

Overall responsibility for an Incident and its rectification in strict accordance with standards (as appropriate by means of Service Level and/or Operational Level Agreements) and is also responsible for correctness and completeness of documentation within the Incident Record.

Accountabilities

  • Handle the Incident during its whole existence with strict observance of SLA/OLA (avoiding long-dated-tickets, avoidance of preventing idle periods of Incident Records)
  • Control correct assignment of Incidents
  • Coordinate information on time in case of critical incidents or impending breaches of SLA/OLA.
  • Plan and organize the  completeness and quality of all necessary information of the Incident during its whole existence until the accepted removal of the  issue
  • Clarify all responsibilities being unclear
  • Schedule the Incident
  • Classify and prioritize the Incident
  • Make a diagnosis of the Incident
  • Coordinate solving of the Incident  and closing of the Incident
  • Initiate the Major Incident Process on suspicion of a Major Incident
  • Handle hierarchical escalation - requesting resources  - Functional authorization of sectors involved

Job requirements

Requirements

Education

  • University degree

Experience

  • 2 years’ experience within the IT environment and processes

Languages

  • English – advanced

Others

  • Understanding of business environment and IT, processes, organization
  • Communication in speech and writing
  • Skills of conducting a presentation
  • Analytical skills, ability to perform in complex IT environment
  • Customer oriented, initiative and enthusiastic
  • Results oriented, persevering, able to complete task on time under pressure
  • Good communication and presentation skills
  • Works on assigned tasks independently

T-Systems Slovakia

T-Systems delivers high-quality services combining information and communication technology (ICT). The company's broad expertise in both fields makes the business customer division of Deutsche Telekom a preferred partner for multi-national corporations, small and medium-sized businesses and public institutions. Over 160,000 customers from every industry worldwide benefit from the company's special expertise in providing integrated ICT solutions from a single source. T-Systems is the only company to offer its own complete ICT portfolio and to combine IT (Information technology) and communication technology to produce new solutions.