Incident Manager (m/f/d)

You develop a comprehensive incident process for all customer domains and are responsible for this company-wide. You support major incidents, crisis, emergency and disasters. You will ensure effective, cross-border cooperation between the units involved in incidents and Major Incidents, taking into account the respective SLAs. You develop strategies to reduce incidents. You are responsible for the development of process improvements and ongoing optimization of the Incident Management Process. You control Lesson's Learned Processes with regard to the Incident Management Process and Major Incidents internally as well as with the customer on site. You coordinate the solution of Incidents including post-processing. You monitor KPIs and develop the Incident Management reports. You are responsible for preparing, performing and reproducing contents of the Incident Management Board. You ensure the quality of the documentation of Incident tickets. You will combine the main files to problems in Incident tickets, take the pre-filling of necessary fields in RCA documents as well as measuring the ticket quality. You coordinate developer tickets that are assigned to an incident. You support projects in the field of Incident Management.

You have detailed practical knowledge of ITIL, in particular Service Operation's Incident Management (INM), Problem Management (PRM) and Change Management (CHM), an ITIL Professional certification would be beneficial. You have experience in managing projects and the motivation of others. You bring outstanding coordination capabilities to manage complex IT-technical investigations. You have the ability to work effectively with customers and top management personnel. You are able to organize, present and moderate management telephone conferences structuredly. You have an excellent judgment, tactics and decision-making capability, as well as a structured and independent way of working. Customer orientation, initiative and enthusiasm are your strengths. In addition to result orientation, you have the ability to complete tasks under pressure on time. You have good English and German knowledge at least on B2 level.

With us, flat hierarchies and lived appreciation are not only unsustainable fins: As an employee, a respectful and partnership-based operating climate, an innovative and motivated team, as well as a high level of free space and independent work awaits you. After intensive integration, you have good development opportunities in an interesting and dynamic market segment. In addition, we have other attractive services for you: 100 % fixed content Travel time = working time Slip time (to be dismantled or holiday possible) Flexible working hours Mobile work Good public transport and motorway connection Canteen, bakery and fast restaurants in the immediate vicinity Deutsche Telekom and Partner Events (rola table, company events, annual team events)