Technical Incident Manager (REF2121H)

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

• Lead and coordinate CBI High/Critical incident resolution / Conduct Root Cause Analysis (RCA)
• Manage lifecycle of incident / problem tickets
• Initiate and lead technical conference calls
• Coordinate efforts of all involved parties, including suppliers and external teams
• Initiate and drive internal and external escalation procedures
• Create and distribute Incident / RCA reports to key stakeholders
• Make recommendations for process and quality improvements
• Set and track measures for process and quality improvement activities
• Agent for special, management driven escalations / topics

Qualifications

• German and English language knowledge: B2/C1
• Experience in 1st/2nd level support/incident/change management etc.
• ITIL knowledge is an advantage

Additional Information

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