Global Lead Incident Manager

  • Full-time
  • Location: Kosice, possibility of remote work from Slovakia
  • Company: Deutsche Telekom System Solutions Slovakia
  • Language: English
  • Job category: Corporate functions

Company Description

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services.

Job Description


Manages and coordinates managerial activities, technical units needed to solve the Major incident Customer Business Impact (CBI) Critical or high incidents or Priority 1incident or special requests like project escalations, hyper care etc., 24/7.
Accountable for ensuring the re-establishment of the service by cross departmental coordination of all involved units within DTAG and relevant 3rd parties.

 Key accountabilities

  • Manage and steer of various conference call meetings (Management conference call, in co-operation with MoD Service/MoD De-escalation management) which are conducted to manage the issue resolution.
  • Clarify customer business impact during the Major incident with all the relevant parties including responsible assignment group of DTAG, Service Delivery Management organization (SDM), Operation manager (OPM), Service chain Operation manager (SC OPM), Customer Manager on duty (MoD) (if applicable), line MoD, incident/issue identifier, relevant 3rd parties.
  • Define the technical leader (MoD /LIM/ senior LIM) of the technical call.
  • Define work streams for technician conference call to trigger the incident resolution, for communication with DTAG management about customer business impact, root cause, resolution steps and work-streams.
  • Support function for Problem Management (PRM) after the Major incident during initial PRM activities Rootcause analysis (RCA).Clarification of ticket responsibility - GLIM is responsible for clarification of responsible assignment group in case that the responsibility is not clear between DTAG teams/assignment groups.
  • Reporting – Summarization of main facts about the issue itself within the Incident report (hereafter IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality.
  • Proposes process improvements, drives a continuous improvement culture, developing people, improving productivity, quality.
  • Leading of virtual teams in a global area – various managers (MoD, LIM, SDM, Top manager) in unique incidents



  • Master


  • Process- Organisation- and Quality Management - 4

Soft skills

  • Strong Communication skills      
  • Analytical thinking          
  • Presentation skills          
  • Organisational skills       
  • Flexibility            
  • Stress resistance             

Other Skills

  • Ability to work autonomously


  • English – Upper intermediate (B2)
  • German advantage – Intermediate (B1)

Other criteria or requirements

  • Customer oriented, initiative and enthusiastic
  • Results oriented, persevering, able to complete task on time under pressure
  • Works on assigned tasks independently
  • Intercultural experience (advantageous)
  • Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM
  • Experience in leading projects and motivation of others
  • Detailed knowledge about ITIL v2 or v3 especially about Service Operation’s INM, PRM, CHM
  • Detailed knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence-Program, Quality-Tools)
  • Excellent judgment, tact, and decision-making ability
  • Excellent coordination skills: managing complex IT technical investigations
  • Excellent ability to work effectively with clients and other Top management personnel
  • Excellent ability to organize, present, moderate management teleconferences in a structured manner
  • High degree of initiative, responsibility, reliability and proactive action
  • Excellent ability to organize, present, moderate management teleconferences in a structured manner
  • Very structured and self-reliant way of working
  • Very strong analytical skills required, pro-customer orientation on a high level
  • Very high degree of initiative, responsibility, reliability and proactive action

Additional Information


We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

  • Financial benefits
  • Benefits with focus on learning and development
  • Benefits with focus on health and sport
  • Benefits with focus on family and work – life balance
  • Other benefits

For more information about our benefits click to Benefits


Final salary is negotiable.

We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1240€ /brutto.

Additional information

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

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