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Problem Management Coordinator (with fluent English, French advantage) Job

Job Title: Problem Management Coordinator (with fluent English, French advantage)
Job ID: 277131
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

- Deploy and develop Problem Management Plans and Procedure.
- Identify recurring IT operational issues to identify root cause with the help problem support teams
- Coordinate the development and implementation of problem solutions to prevent recurrence of issues
- Work with internal support teams as well as external teams / vendors, stakeholders to resolve on-going problems
- Create and maintain updates in ticket logging system, follow up and trigger agreed action items until resolution
- Ensure that the root cause analysis is created and content supervised.
- Facilitate the use of ITIL problem management process and strategy within the organization
- Be accountable for continuous service improvement within the delivery of infrastructure management to the client accounts
- Analyse Problem Management operational procedures and practices and identifying opportunities to improve customer service
- Embrace, drive and support ITIL processes with a goal to improve processes and increase customer satisfaction.
- Preparing operational reports, trend analysis and making recommendations to the Service
- Use escalation channels to trigger problem resolution as it is needed
- Understand Unisys and Client infrastructure policies
- Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures. Requirements
- Strong operational delivery and ITIL background and be capable of tactical delivery of the Problem Management service
- Demonstrate a disciplined and structured approach to delivery of problem management in a consistent and methodical manner that reports against relevant service levels and key performance indicators that demonstrate the value and purpose of the service provided to the client base.
- Achieved ITIL Foundation Certificate
- 2+ years of experience working with ITIL processes in an IT environment
- Ability to facilitate the adoption of a standard Problem Management processes across multiple IT environments
- Knowledge of network Systems / infrastructure management, process methodologies and practices
- Knowledge of architecture and systems administration processes, predominantly of the Microsoft platform
- Experience in Root Cause Analysis, data validation and analytical methods.
- Strong problem solving, time management and organisational skills
- A passion for providing excellent service to customers
- Excellent attention to detail; ability to work under pressure, analytical thinking.
- Strong communication skills in English, both written and verbal, at all levels within the company and with customers and suppliers
- Proven experience of developing and maintaining customer relationships
- Flexible, highly motivated, and committed to achieving goals
- French language knowledge is an advantage.

Closing Statement

In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to challenging career prospects.

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