Job Description

Take the lead in addressing crisis situations in an 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

About Deutsche Telekom IT Solutions

Deutsche Telekom IT Solutions