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Process Expert 
IT Services Hungary Kft.
Hozzáadva: 2016.09.22.
Hirdetés azonosító: 994624

[[custJobDescIn]] Performs tasks related to the respective Production processes. Coordinates and controls processes according to valid standards in order to increase the efficiency of the service activity and customer satisfaction. Designs and produces internal and external reports related to process management.

Coordinates and organizes activities related to group of colleagues related to daily tasks or small team projects on a regular basis. Provides active on site support, training and development activities for other colleagues. Identifies gaps and deviations in existing processes/instructions and actively defines and implements improvements.


  • Lead  teleconferences with all required participants  to set up actions to be taken
  • Lead continual service improvement to increase customer satisfaction
  • Coordinating in building up respective process communities  to increase awareness to expected levels
  • Coordinating of process related projects to ensure continuous improvement up to TSI Level
  • Coordinate the interface between process and operational topics  to ensure proper communication
  • Analyze and control regular KPIs and set-up actions in case of deviance to keep quality awareness on expected level
    • Training and mentoring of respective processes to increase process awareness
    • Actively monitors defined tools and takes agreed actions based on monitoring output
  • Investigates escalated issues to gather maximum available information
  • Communicates with SI Management, SI Lead Incident Managers and Managers on Duty about escalated potential yelow phone Incidents and Yellow phone Incidents
  • Provides support during the resolution of Incidents with high impact or the evaluation of incidents with potential high impact for customer  processes, e.g. guides and supports the for Lead Incident Managers during the solution of Incidents
  • Organizes management teleconference calls, technical teleconference calls upon request of defined managers within agreed timeframe
  • Integrates all management and technical units, internal technical support and vendors to management teleconference calls, technical teleconference calls
  • Creates informational output using defined communication tools, reports and notes
  • Follows defined Incident Management Process and escalation procedures and actively contributes to a continuous improvement culture
  • Performs activities related to the Incident Management Process to prevent potential Major incident and Major Incidents
  • Fulfills other duties and responsibilities as assigned  by the ordering party
  • Work 24x7

Triggers the Problem Management process in case of High Incidents / Major Incident and supports the approval of Emergency and Short Lead Time Changes by the Lead Incident Manager

  • Overall overview of ICT industry environment
  • Active participation of projects in project management for complex and multi-national projects
  • Knowledge of quality management methodologies (e.g. KPI reporting, Management systems, Excellence programs, Quality tools)
  • Experience of IT operations across at least 2 layers (e.g. application operation, system operation, infrastructure, network, storage, desktop)

Jelentkezés - IT Services Karrieroldal

IT / Informatika
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