IT Operations Manager (REF4925N)

The Operation Manager T IoT Hub is responsible for operating and optimizing the complete service and support chain of the T IoT Hub. The role ensures OLA compliance, efficient process execution, and continuous improvement. It is key to maintaining stable service operations and ensuring high satisfaction for both internal and external T IoT Hub customers.

Main Duties and Responsibilities (Shortened Version)

Incident & Escalation Management

• Monitor and coordinate incident resolution (Jira, TDI TTS)
• Support escalation processes and lead the weekly Incident Board
• Prepare incident and escalation reports

Change Management

• Evaluate and approve T IoT Hub change requests
• Lead weekly LCAB meetings
• Communicate, document, and track changes (Jira, Wiki)

Access Management

• Handle user access requests and support access reviews
• Ensure PSA compliance
• Automate access processes (Power Automate, Jira)
• Manage external access rights (ZAM)

Request Fulfillment

• Process and assign service requests
• Provide status updates to requesters
• Automate request-handling workflows

Service Continuity Management

• Maintain Continuity Plan and BIARA
• Execute Business Continuity tasks
• Coordinate emergency response activities

Service Transition

• Support onboarding of new T IoT Hub products/services
• Analyze impacts on operations
• Ensure service and operational readiness
• Maintain operational documentation

Knowledge Management

• Maintain and update the Knowledge Base
• Ensure documentation quality and consistency
• Provide access and user training

Process Optimization & Quality Assurance

• Ensure OLA and quality compliance
• Drive process improvements and automation
• Maintain ITIL/PSA/BCM compliance documentation
• Support audits and Quality Gates

• Very good English skills (German is an advantage)
• Several years of experience in service management (ITIL Foundation certification preferred)
• Experience with ticketing and monitoring systems
• Strong teamwork and assertiveness
• High service orientation and customer focus
• Analytical thinking and problem-solving skills
• Strong communication and coordination skills
• Ability to handle dynamic requirements and complex processes
• Agility and digital affinity; ability to adopt new technologies and AI-powered tools

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