Michael Heinemann

- Steering Major Incidents/Escalation from start to finish - Single point of contact for all stakeholders in the restoration process - Define work streams for technician investigation and ensure proper Incident communication - Creation of management summaries - Support function for Problem Management (PRM) after the Major incident, during initial PRM activities root cause analysis - Contribute to team internal continuous service improvement - SME MS AZR escalation process: implementation and improvement

- Operational steering of Global Incident Management - Guarantee of operational stability and quality within shared multicultural team - Safeguarding within the Major Incident Process (MI); managerial decision during MI-Process - Top Management communication - Crossfunctional and internal process optimization - Point of contact for Major Incident process within the organisation - Project support for company wide re-organisation and new company ITSM approach - De-Escalation Management - Zero Outage

- Handling, steering, structuring of Major Incidents for all external and internal customers (independent from Service, Platform or technology) - Moderation of Management conference calls - Coordination of technical streams (including documentation) - De-Escalation Management - Management communication on SVP and Board Level - Vendor/Provider escalation - Zero Outage - Handover to PRM (Root Cause Analysis)

Major Incident Management: - Handling, steering, structuring of Major Incidents for internal and external customers (independent from technology) - Moderation of Management conference calls (incl. documentation) - Management communication on top management level Problem Management: - Root Cause anaysis (RCA) and set up of related measures - Presentation of performed RCA's in front of the customer (customer acceptance process)

- Management Support - Supporting function for acting Manager on duty - Single point of contact (SPOC) for Major Incident Management related topics - Set up and documentation of conference call

- First Level Support for 'open systems' - Backup&Restore operations (Monitoring, Scheduling and trouble shooting of Backup jobs for productive customer Server/systems) - Monitoring of all components within IT-Operations (Server, Network etc.) - Incident Management

- all functions within "Dt. Telekom group": Classic service for TC business (private and business customer); Sales, Marketing, EDV