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2019.03.29. |

German speaking incident manager

Job Description

Work Schedule: Standard working schedule

As Duty Manager/Incident Manager, you will be in charge of:

  • Act as Incident Manager on Crises/Major P1 incidents - P1 Notifications, bridge calls, driving to resolutions.

  • Receive PHONE CALL/MAIL REQUEST escalations from customer/SRM/account team based on ticket Severity/SLA

  • Evaluate Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties;

  • Take ownership of the incident and drive agents to make real progress toward resolution with the tickets

  • Make sure Customer is informed during the incident progress and until the incident is totally resolved and/or take ownership of full communication (according to Impact, previous agreement)

  • Escalate maintainers, suppliers and BT teams on the right time when the problem is not been solved

  • Monitor all ticket queues and route/assign incidents to specific teams (Monitor, Resolving, 3rd Level, etc.) to ensure the most efficient and effective resolution result to meet the client´s needs and contract, in accordance to the available resources;

  • Help Team Managers being eyes of operation, it means take a look if agents are available in system to receive calls, if the agents are on the shift according schedule, adapt activities and absence if applied. Coach the agents based on the analysis and if necessary provide input to the development plan of the agents.

Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements

  • Focusing on the objectives and the required outcomes of the processes during delivering a service

  • Working with a cooperative and positive attitude in a group settings to achieve common goals

  • The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience

  • Ability to comprehend and to systematically organize the various aspects of a problem or situation

  • Taking the responsibility and takes care of the consequences of making a decision

  • Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation

Professional skills:

  • At least 3 years in tele/data communications environment

  • At least 2 years in Escalation/incident Manager Role

  • Good understanding of Network Solution (voice/Data)

  • Excellent customer care skills

Language skills:

  • English on a fluent level

  • German on a fluent level


Alexandra Kerekes

+36 20 506 0131