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IT Major Incident Manager (MIM) (m/f/d)

Date: 07-Mar-2023

Location: München, BY, DE, 80992 Teltow, BB, DE, 14513 Hamburg, HH, DE, 22297 Nürnberg, BY, DE, 90449 Düsseldorf, NW, DE, 40474

Company: Telefonica S.A.

Contract type: full-time, unlimited
Location: Munich, Düsseldorf, Berlin (Teltow), Nuremberg, Hamburg 
Entry: At the earliest possible date


Working anywhere. We work where it is most productive. After a successful application process, we offer you the opportunity to work anywhere in Germany. At Telefónica, we rely on a flexible hybrid model that includes the benefits of both remote work and on-site work. You will be assigned to the nearest Telefónica location based on where you live. We will discuss further details with you during the application process. 


Who we are

We are O2 Telefónica - with our mobile brands we connect millions of people and offer our customers mobile freedom in the digital world. As a leading telecommunications provider, we are playing a key role in shaping digitisation in Germany. Our approximately 7,400 employees in Germany drive the transformation forward every day - in our own company as well. 


Telefónica is one of the top employers in Germany and is part of the global telecommunications group Telefónica S.A. with 110,000 committed employees worldwide.   

Become part of our unique team and let's make a difference together!   


What to expect  

  • You declare major incidents usually (but not exclusively) flagged by technicians, customers (via Service Desk) and monitoring. Afterward, you determine the cause to prevent similar incidents in the future.
  • You immediately communicate the MI to all stakeholders and inform them proactively about the status and next steps
  • If required, you trigger the emergency/crisis process via Management
  • You take care that the required resources (internal and external) for incident resolution are engaged
  • You ensure the containment of service impact by assembling a major incident team (MIT) to analyze and resolve the incident as quickly as possible
  • You pro-actively manage the Major Incident Team using structured analysis methods, i.e. Kepner Tregoe sets up a conference bridge (or equivalent means of communication) to ensure the exchange
  • You support continuous improvement of the Incident Management process and the associated methods & measures
  • Development and maintenance of relevant service documentation as well as work instructions and contact matrices for major incident management


What you bring

  • Professional qualification as an IT service technician or university degree in IT
  • At least 3 years of experience after completion of professional qualification in IT / Telecommunications
  • Good technical understanding of IT solutions (client/server systems, cloud-based solutions, IP and network infrastructure)
  • Resilient and level-headed even in critical situations
  • High willingness to learn new technologies and methods
  • Willingness to work shifts and to participate in on-call duty outside office hours
  • German and English spoken and written


What we offer 

Modern, flexible working environment: Work wherever you want within Germany. Whether in home office or one of our well-equipped offices. We offer you maximum flexibility to organize your working day. 

Training & Development: Everthing you need for your individual growth. With a personal development plan, learning journeys and the possibility of job rotations, you will reach your goals with us – according to our guiding principle „connect, learn and move2grow". 

Financial benefits: A smartphone for business and private use, as well as the possibility to provide for partners, friends and family via a credit balance, is a given. In addition, you benefit from a variety of corporate benefits. 

Health: Our "Feel Good" program keeps your body and mind in balance. Among other things, we offer fitness classes, nutritional counseling, and programs to improve workplace ergonomics and work-life balance. 

Social engagement: We are also involved in social projects outside of our day-to-day work. You can support social projects through volunteering days / holidays or charity runs. 


How to apply and what else you should know? 

Convince us with your meaningful curriculum vitae as well as corresponding certificates. You do not need a letter of motivation with us. Please note that applications are only possible via our applicant portal and applications by e-mail cannot be considered. 

Do you have questions about our application process and are you interested in further information about the position? Please reach out to our Business People Services Team (


In case of same qualification, applicants (m/f/d) with severe disability will be preferred. All gender are equally welcome.