Incident Manager - Budapest (Referenciaszám: BV-2101)

Man at Work Kft.

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Generic accountabilities:

  • To qualify, validate, lead and escalate / deescalate major (CBI - High / Critical) incidents

  • To open and lead technical conference calls

  • To own and coordinate Incidents, whilst ensuring that key milestones, KPIs and SLAs are achieved

  • To create and distribute structured list communications to key stakeholders in line with reference process, keeping them informed of progress for resolution

  • Initiates root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets

  • Lead incident resolution whilst ensuring that KPIs and SLA are achieved

Task list:

  • Handling of Severity 1 and 2 Incidents as Standards fulfilling the contractual obligations

  • Handling of Incidents escalated by MoD / Customer (Sev3 (medium) escalated )

  • Managing communication to On Call Duty

  • Managing communication to Global / TSS MoD

  • Managing communication to Customer / Operational Integrators

  • Managing and steering Conference Calls (Technical Bridge, Management Bridge)

  • Constructing, updating and distributing the Structuring List

  • Ensure and create incident documentation

  • Ensuring communication towards Management and Customers in case of any customer effect by Platform Breakdowns.

  • Supporting Service Level Reporting through approving/overviewing Incident based SL reports

  • Handover to Problem Management to start the investigation on major issues, and where root cause is unknown

  • Initiate Change Management as needed

  • Owner of e-Change Management Process during out of office hours of Change Management

  • Monitoring and steering of Issues occurring on Monitoring Dashboard

  • Participation in CSI including driving local lessons learned and supporting improvement actions

  • Supporting Zero Outage compliance

  • Management report in the required frequency

  • Representation in the regular status meetings

  • Managing communication for Case Exchange with respective towers

  • Support SC OPM in incident management process definition and delivery


  • College/university degree or relevant experience

  • At least 1-2 years experience gained in the field of IT

  • Fluent English knowledge and intermediate German language knowledge

  • Deep IT knowledge

  • Knowledge of ITIL processes, practical experience

  • Willingness to work in shifts and standby

  • Excellent problem solving and communication skills

  • Certificate of good-conduct

Place of work:


Profile of our partner:

A Man at Work Humánszolgáltató és Személyzeti Tanácsadó Kft. is looking for a colleague for a multinational service company.

How to apply for the job:

If you are interested in our job advertisement, send your application to our e-mail address and give the number of the position (BV-2101).


  • IT / Informatika

Munkavégyés helye

    Utoljára aktualizálva : 2017-11-13 18:01:26