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