German& English Speaking Senior Process Manager - REF3163O

Company Description

The largest ICT employer in Hungary, Deutsche Telekom IT Solutions (formerly IT-Services Hungary, ITSH) is a subsidiary of the Deutsche Telekom Group. Established in 2006, the company provides a wide portfolio of IT and telecommunications services with more than 5000 employees. ITSH was awarded with the Best in Educational Cooperation prize by HIPA in 2019, acknowledged as one of the most attractive workplaces by PwC Hungary's independent survey in 2021 and rewarded with the title of the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.

Job Description

Tasks:

• Availability of Event Response Procedures
• Ensure and review the quality
• Manages and coordinates the day-to-day Knowledge Management processes and activities
• Train the Knowledge Contributors
• Review the Knowledge articles (in case Approval workflow)
• Defines knowledge categories
• Encourages Knowledge
• Users to leave feedbacks
• Search for Ping - Pong Incidents in SNOW. Indication for missing or wrong Event Response procedures.
• Adaptation of thresholds. Regular check of incidents in SNOW. Many tickets for the same reason and same server is an indication for unreasonable thresholds. Ticket Resolution has to be checked.
• Reduction of incidents based on events. Check of resolutions in SNOW. "Irrelevant" alarm
• Understand customer contract and its related event flow and ensure together with PBU their quality

Qualifications

• Completed studies.
• Incident, Event and Knowledge management experience.
• Diligence, reliability, good communication skills
• Advanced Excel, Powerpoint knowledge
• Knowledge Management about Incident Management Process TSI
• German skills - fluent speaking for customer communication mandatory
• English - fluent speaking for customer communication mandatory

Additional Information

• Advantages: ITIL4 certification
• Personality: Has good analytical skills, is result and success oriented, also an excellent team player and able to think independently.

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.