Deutsche Telekom IT Solutions is hiring a
German& English Speaking Senior Process Manager

Summary

Join our team as a Knowledge Manager at Deutsche Telekom IT Solutions, where you will manage day-to-day knowledge management processes and activities, train knowledge contributors, and ensure the quality of event response procedures.

Requirements

• Completed studies
• Incident, Event and Knowledge management experience
• Diligence, reliability, good communication skills
• Advanced Excel, Powerpoint knowledge
• Knowledge Management about Incident Management Process TSI
• German skills - fluent speaking for customer communication mandatory
• English - fluent speaking for customer communication mandatory

Responsibilities

• Availability of Event Response Procedures
• Ensure and review the quality
• Manages and coordinates the day-to-day Knowledge Management processes and activities
• Train the Knowledge Contributors
• Review the Knowledge articles (in case Approval workflow)
• Defines knowledge categories
• Encourages Knowledge Users to leave feedbacks
• Search for Ping – Pong Incidents in SNOW. Indication for missing or wrong Event Response procedures
• Adaptation of thresholds. Regular check of incidents in SNOW. Many tickets for the same reason and same server is an indication for unreasonable thresholds. Ticket Resolution has to be checked
• Reduction of incidents based on events. Check of resolutions in SNOW. “Irrelevant” alarm
• Understand customer contract and its related event flow and ensure together with PBU their quality

Benefits

Remote working possibility within Hungary due to European taxation regulation