IBM Manager on Duty in BUDAPEST, Hungary

Our Manager on Duty team is responsible for managing and controlling the operations in our Operation Center, which provides 2nd and 3rd level IT support to our clients. Now, we are looking for new members with previous work experience in the IT operation field, stable ITIL and CMDB know-how to join the team in Budapest.

Responsibilities

  • Control and manage the operation of 2nd and 3rd level on several platforms

  • Establishes and maintains a dialogue with technical teams, Delivery Project Executives (DPE), customer focals as a single point of contact for specific major incidents

  • Drives the resolution of major incidents upon engagement

  • Control incident management and change processes

  • Represent the Operation Center in telephone conferences, escalations, outage handling

  • KPI and ticket quality supervision in order to meet standards

  • Leading shift-handovers

  • Challenges to achieve/sustain account quality, service levels, documentation, compliance and audit readiness.

  • Interact with customers and providers

  • First point of contact for management regarding operational issues

  • Taking full responsibility for the operations

What we offer

  • Attractive compensation package with competitive base salary and benefits

  • High-quality trainings and opportunities to acquire official professional certificates

  • Long-term career development opportunities within IBM, including over 170 countries

  • Attractive work environment in Budapest, Infopark

  • Employment for an indefinite period within a company with a powerful reputation for success, which is focused on innovation, growth and future technologies

IBMHAIS1

  • ITIL and Configuration Management DataBase (CMDB) know-how

  • Previous experience in IT operations

  • Experience in major incident management

  • Excellent problem solving skills

  • Ability to work under pressure

  • Conscious use of assertive, diplomatic and customer oriented communication style

  • Advanced English knowledge

  • Willingness to work in 24/7 shifts (12 hours)

  • Certificate of good conduct (erkölcsi bizonyítvány)

Client Innovation Center (CIC)

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.