Incident Manager

Rheinmetall 4iG Digital Services (R4) is a joint venture between Rheinmetall, a globally leading supplier of defense and automotive products, and 4iG, Hungary’s leading IT systems integrator. R4 has been founded end of 2022 with its headquarters in Budapest and the initial mission to provide project- and operations-related IT services to Rheinmetall’s local subsidiaries in Hungary and worldwide. Based on business requirements and opportunities, R4 plans to progressively expand the scope of its services for internal and external customers alike.

In a nutshell, R4 is like a start-up with guaranteed success. Equipped with a hands-on mentality, it significantly benefits from the support and tremendous growth of both Rheinmetall and 4iG. The designated business and solid setup offer outstanding development potentials for R4 itself but consequently also for all employees, because there will be lots of interesting jobs in an international and dynamic work environment.

WHAT WE ARE LOOKING FOR

• Leading the resolution of critical incidents, coordinating the work of expert colleagues, and resolving conflicts while maintaining a focus on customer interests.
• Ensuring the availability of solution resources (internal and external) to resolve critical incidents.
• Monitoring and reviewing incident documentation.
• Preparing post-mortem reports, Root Cause Analysis (RCA), and statistics.
• Recording information related to incidents and problems in the knowledge base.
• Actively participating in the continuous service improvement of incident/problem/DR management processes.
• Tracking and improving the process for normal incidents within the Incident Management framework, aiming to enhance the process quality.
• Opening, coordinating, and ensuring the execution of problem tickets after outages.
• Documenting and following up on problem tickets.

WHAT QUALIFICATIONS YOU SHOULD HAVE

• At least 5 years of professional experience in a similar position.
• Proficiency in German, English, and Hungarian, both written and spoken.
• Comprehensive knowledge of IT services (infrastructure and application management).
• University or college degree.
• In-depth knowledge of ITIL processes.
• Excellent communication skills.
• Process-oriented approach, independent, accurate, and reliable work ethic.
• Strong problem-solving and communication skills.
• Proactive and initiative-driven personality.

WHAT QUALIFICATIONS WOULD BE NICE TO HAVE

• Experience in IT operations management.
• Experience in process design is a plus.
• Experience in working in an international matrix organization.
• Knowledge of ServiceNow is an advantage.

WHAT WE OFFER

• Take over an important and challenging role with high visibility
• Become part of the unique growth stories of Rheinmetall and 4iG, which offer outstanding development and career opportunities
• Gain insight into the defense and automotive industry
• Make use of the broad network with over 30.000 great colleagues at Rheinmetall and 4iG worldwide
• Benefit from various professional trainings and events
• Enjoy our international and flexible work environment with an official office in Budapest but up to 100% mobile work