Róbert Szabó Email & Phone Number

Budapest, Hungary

• Proactively analysing the service quality coupled with Continuous Service Improvements• Managing the customer network operation including Incident – Change – Problem – Access – Knowledge - Configuration management, Service requests and maintenances• Supporting the Service Desk regarding incidents and escalations• Provisioning monthly service performance reports• Project coordination in Service Transition phase during customer onboarding from Service Operation’s point of view• Keeping up strategic relationship management with all stakeholders eg. Account Manager, Global Service Manager, Service Desk Operation Manager, 3rd party managers, etc.

Debrecen, Hajdú-Bihar, Hungary

• Create and execute change management plans from scheduling to relasing• Check approval options and present requests on Change Advisory Board (CAB)• Conduct post-implementation reviews to measure success• Collaborate with change coordinators and operation managers

Debrecen, Hajdú-Bihar, Hungary

• Support the head of team and the leadership community• Manage the operation by Identifying gaps and proposing quality improvement measures• Check regularly the team performance and monitor employee KPI’s• Manage workload distribution, resource allocation, attendance, and holiday planning in line with the workload, regulations and policies• Propose hiring and performance improvement recommendations• Follow up on newcomers' performance developement• Manage the incident lifecycle from identification to resolution• Ensure timely resolution of incidents to meet SLAs and KPIs• Coordinate escalation procedures and manage major incidents• Take part in customer implementation projects• Propose and create improvement measurements based on identified gaps• Develope and maintain incident management processes• Create analyses and reports for higher level management

Debrecen, Hajdú-Bihar, Hungary

• First level support in network operation (MPLS, SD-WAN,)• Proactive service monitoring - create, track and close incident tickets• Maintain contacts with customers (email, phone, web)• Collaborate with other IT team members to resolve complex issues• Handle incoming and outgoing escalations

Hungary, Debrecen

• Coordinate the ground handling processes• Organize flights based on the customers' request• Handle administrative tasks