Responsibilities:
- Take the lead in addressing crisis situations in a 24/7 operational environment
- Assist in resolving critical (P1), complex, and multiple customer incidents, involving all relevant parties
- Support communication efforts with top management and clients regarding incident resolution strategies
- Collaborate effectively with various units/parties involved in incident resolution efforts
- Participate in optimizing and executing handover procedures towards Problem Management
- Contribute to the development and execution of strategies to prevent incident occurrences
- Assist in managing and optimizing IT incident, knowledge, and quality processes
- Contribute to lessons learned and training processes, including documentation creation
- Learn from and support Lead Incident Managers through training, coaching, and shadowing
- Participate in incident simulations (dry runs) and coordinate as needed
- Support Lead Incident Managers as shift leads
- Contribute to projects with strategic relevance under guidance
- Proficiency in English at C1 level
- Basic understanding of IT concepts
- Good communication skills, particularly in high-stress situations
- Customer-centric mindset
Advantages
- Exposure to Service Desk operations
- Familiarity with ticketing tools
- Awareness of ITIL principles
* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.
