Problem Manager

4 days ago

Budapest Debrecen Szeged Pécs Hungary Deutsche Telekom IT Solutions Full time
Company Description

Ranked as Hungary's most attractive employer in 2025 (according to Randstad's representative survey), Deutsche Telekom IT Solutions is a subsidiary of the Deutsche Telekom Group. The company provides a wide portfolio of IT and telecommunications services with more than 5300 employees. We have hundreds of large customers, corporations in Germany and in other European countries.

DT-ITS recieved the Best in Educational Cooperation award from HIPA in 2019, acknowledged as the 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
  • As Lead Problem Manager, full responsibility for Root Cause Analysis output
  • Ensure evaluation of all solutions resulting out of a Root Cause Analysis
  • Set up defined measures and solution tracking
  • Responsibility for third-party service provider control 
  • Full responsibility for customer communication regarding PRM tickets
  • Ensure of work on problem during the whole lifecycle
  • Coordinating the communication with the teams responsible for incident resolution and change implementation
  • Assign and coordinate tasks during Root Cause Analysis and Solution Tracking
  • Filling the RCA template with information out of the responsible working areas (CSM, CDM, SC OPM, OPM, LIM, etc.) 
  • Manage the communication and information flow during the RCA processing
  • Definition and initialization of solutions (measures)
  • Trigger escalations if necessary
  • On demand: Document feedback / Lessons Learned
  • On demand: Distribution to management level

     
Qualifications
  • Experience with customer facing management activities
  • Advanced IT skills in terms of technical understanding of problem tickets & root causes
  • Knowledge of ITIL and Agile concepts and process management
  • Experience with Health Customers is an advantage
  • Experience with ServiceNow
  • Professional communication in business German (C1) and in business English (C1)
  • Exceptional presentation and moderation skills as well as persuasiveness at higher level
Additional Information

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

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