IBM jobs - Incident Management Advisor

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.


Your Role and Responsibilities
As Incident Management Advisor, you are responsible for Overall Accountability for the execution of the Incident process and procedures for his line of business, Validating classification of an incident as a Major Incident against Major Incident Criteria.
Responsibilities

• Responsible for managing/performing all internal notification, executive alerts and escalation activities through service recovery of a Major Incident according to MI Notification Timeframe.
• Determining the scope of the Major Incident
• Assembling a Major Incident Team consisting of technical support people (other levels of support, across domains/competencies as required),management and key stakeholders to develop, execute, monitor and track an integrated resolution plan through service recovery of the Major Incident
• Making service restoration / recovery decisions, engaging the delivery Centre management team as required
• Ensuring that the progress of the Major Incident recovery and all relevant times are documented in the associated Incident Record(s)
• Chairing the Incident Bridge Calls and/or technical multi-person chats and following defined escalation path when needed, as defined in the escalation policy, Identifying Incidents which need special attention or escalation
• Consolidating an integrated resolution plan when multiple competencies/domains are engaged
• Ensuring the customer is contacted to confirm that the service has been restored to the customer's satisfaction according to Resolve and Close Incident policy - Major Incident Exit Criteria

Required Technical and Professional Expertise

• Minimum 5 years’ experience in IT Service management.
• Experience in preparations and publishing the prescribed incident and Service request related reports as per the defined timelines
• Good Experience in tracking RCA and corrective and preventative actions specified in the RCA and Track Missed SLA and corrective actions taken for incidents/ problems
• Hands on in Incident Management, Process Management & Improvement and Professional Expertise
• Ability to ensure that all the data pertaining to the company and its clients is safeguarded against unauthorized or illegal use by implementing various methodologies against those who violate the security rules and regulations
• Proficient to maintain the availability, integrity, and confidentiality of the information and to maintain its authenticity, control and utility of the relevant data
• Experience in supporting all the necessary procedures related to security approval, accreditation, certification, etc.

Preferred Technical and Professional Expertise
• Highly experienced in Windows 10
• ITIL certification
• Two plus years of support desk experience
• Experience with Agile techniques applied in a customer service environment




About Business Unit
We, at the IBM Chief Information Office (CIO) are a dynamic group of business, strategy and technology professionals, who provide top-of-the-line industry consulting, application and business process delivery, and follow agile values and principles. CIO is at the forefront of the digital reinvention of key applications used across IBM globally, providing value-led and asset-powered end-to-end solutions.
We are a cross-functional organization that provides IT applications and infrastructure services to IBM Business Units and to IBMers worldwide. Our mission is to provide a productive environment for everyone at IBM. We do this by leading with Design to drive simplicity and ease of use, Engineering the systems that own the business, and Innovating to transform the business. We continually Deepen our Agile practices while ensuring we Secure the Enterprise.


Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.