- Monitoring, controlling, and optimizing the incident management process
- Driving root cause analysis of disruptions and initiating countermeasures
- Prioritizing and resolving incidents, issuing work orders to delivery units
- Support changes twice per month from 10 pm to 2 am
- Creating and maintaining operational concepts
- Documenting incidents
- Tracking resulting tasks
- Coordinating involved internal/external delivery units
- Accountability for deadlines
- Quality check of reporting
- Ensuring compliance with SLAs
- Regular communication with all stakeholders and responsibility for customer contract fulfillment
- Managing customer/partner complaints
- Process coordination and implementation
- 3-5 years of experience in the IT sector
- Knowledge of ITIL Service Management
- Familiarity with SNOW & Jira
- Process knowledge of TSI
- Technical knowledge: cloud, native cloud, middleware databases, applications, server systems
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Languages: German C1 and English C1
* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.
