Problem Manager (location: Debrecen, HUN)

BT has operated in mainland Europe for more than 20 years, and in Central Europe since the late 1990s when the company settled our first regional headquarters in Budapest. For customers in Hungary BT offers an extensive portfolio of IT services and solutions, and one of the world's largest IP-enabled networks.

Required Experiences and Skills:
- Problem or relevant Incident management experience
- ITIL V3 Foundation or equal intermediate experience
- Fluency in English both written and spoken
- Excellent communication and Customer care
- Willingness to handle difficult situations
- Act properly and consequently in stressed situations
- Confident Windows and MS Office user
- Desire for learning and knowledge sharing
- Committed for strong documentation
- Team-player attitude
- Customer-oriented thinking

Desirable Skills:
- Affinity to technology and processes
- Understanding of network, voice IT products is a plus
- Enthusiastic and pro-active personality

- Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
- Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).
- Make and drive root cause investigations, problem investigations
- Support development and monitor implementation progress on permanent solutions
- Maintain known error database updating with relevant solutions
- Make regularly reporting tasks according to the expectations.
- Ensure that agreed service levels are measured and monitored on an ongoing basis
- Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
- Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
- Raise risks
- Support the development of mitigations and contingency plans
- Challenging non-fact based decisions

Please note that this is a vacancy for fixed-term contract!