IT Operations Expert Intern Budapest

IT Operations Expert Intern
Budapest

Join the MOL Group team as

IT Operations Expert Intern

PURPOSE OF THE POSITION

The Digital Factory plays a central role in the transformation of MOL Group’s Consumer Services business unit from a traditional fuel retailer to a digitally driven consumer goods retailer and integrated, complex mobility services provider.

We help the business become more data-driven by building a vast Data Lake integrating granular transactional data in unified way across countries and developing advanced analytics solutions (in areas of forecasting, category management, pricing, workforce optimization) on top of it.

Furthermore, we develop and operate a new digital, app-first loyalty rewards program – MOL MOVE, mostly on the Salesforce platform, to personalize and significantly increase the convenience of our customers’ experience with us.

We are building a product minded Digital Engineering Team who are proactive with product ideas/opinion, also they have interest in the business, user behavior and data, curiosity and a keen interest in "why? ". They are also strong communicators and have great relationships with non-engineers. They are offering product/engineering tradeoffs upfront and handling edge cases in a pragmatic way furthermore making quick product validation cycles. They have end-to-end product feature ownership with strong product instincts through repeated cycles of learning.

The IT Operations Expert Intern is responsible for supporting the IT service management (ITSM) processes and ensuring the quality and availability of IT services. They work closely with the junior, medior, and senior IT operations experts, the product owners, project managers and Customers to coordinate and execute the ITSM activities. The key activities of the role include: understanding and following the MOL Digital Factory ITSM process, which defines the standards and best practices for IT service delivery and support; understanding the roles and responsibilities of the incident, change, and problem management teams, and assisting them in resolving IT service issues and implementing IT service improvements; and understanding the technical roles and functions of the IT operations team, and dispatching the incident tickets to the appropriate resolver groups via the ITSM tool.

MAIN RESPONSIBILITIES

- Assist the technical staff in checking and resolving IT issues according to the MOL Digital Factory ITSM process and standards.

- Manage, dispatch and follow up on IT issues opened regarding Digital Factory’s services using the ITSM tool. Collaborate with other teams to facilitate timely resolution of incidents.

- Support the identification, diagnostics, and escalation of technical issues that impact business operations to the senior IT operations experts, Product owners or Customers.

- Assist the team in communicating with business stakeholders about the status of IT service issues and resolutions.

- Help in the maintenance of the IT Operation Knowledge Base and daily practices documentation based on acquired knowledge.

- Support the monitoring of the SLAs and help in ensuring that they are met through internal and external resources and report any deviations or risks to the senior IT operations experts.

- Support the analysis of potential incident trends and report any recurring or major issues to the senior IT operations experts or the problem management team.

SKILLSET ACQUIRED IN THIS POSITION

- Gaining insight and understanding how complex IT systems are operated in a multinational corporate environment

- Gaining experience in communication in a multiethnic environment

- Gaining experience in how IT can support retail and business processes

- Hands-on experience with Salesforce and related systems

- Basic admin skills in Atlassian Jira and Confluence systems