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