Manager - Incident Management

Deutsche Telekom Digital Labs is the behind-the-scenes powerhouse that fuels Deutsche

Telekom’s passion & commitment to cutting edge innovation & world-class customer

experience. We create compelling digital propositions for the worlds’ largest Telekom giant

by building scalable and agile platforms to provide the best of digital experience to Deutsche

Telekom customers across Europe.

We aim to bring all the Deutsche Telekom customers onto our digital products by

simplifying the experience. This includes innovative approaches to allow the user to explore

compelling propositions, recommend most suitable services based on micro segmentation

and so on.

You ask what’s in it for you? We say,

• An opportunity to build digital products from scratch (literally from scratch!) for one
  
  

of the leading European telecoms (Deutsche Telekom) using latest technologies & on

cloud native platforms.

• Enhanced customer experience, convergence, and increased business productivity,
  
  

continuously investing into entrepreneurial value creation projects to build agility

and cross functional teams in order to steer innovative business models.

We are agile and focused on the overall makeup of the team. We believe that with the right

team - anything is possible. If you’re looking for an environment that’s fun and friendly but

incredibly fast-paced; a place where we measure the time between releases in days; a place

where our focus begins and ends at the consumer - join us!

Job Description

• Coordinate with IT teams to troubleshoot incidents, minimizing business impact, and
  
  

communicate updates to stakeholders.

• Identify and analyze root causes of incidents to prevent future occurrences and
  
  

enhance service quality.

• Facilitate investigations, document findings, and implement corrective actions.
• Oversee the change management process, ensuring all changes are planned, assessed,
  
  

approved, and documented, including post-implementation reviews.

• Coordinate with teams to evaluate risks and impacts of changes on IT services.
• Develop and maintain reports and dashboards to track performance metrics for
  
  

incident, problem, and change management and fulfil reporting requirements for CIO

• Proactively enhance incident, problem, and change management processes, tools, and
  
  

methodologies.

• Foster a culture of continuous improvement by encouraging feedback and adopting
  
  

best practices.

• Familiarity with ITSM and monitoring tools such as Snow, Jira, Dynatrace,
  
  

OpenSearch, and Grafana.

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