IBM jobs - Major Incident Manager

Responsibilities:

• High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents
• Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool
• Technical and Functional Escalation where necessary
• Aim is to reduce restoration time and escalation to Situation Management for P1 incidents
• Communication via various means including SMS and reporting
• Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment
• Priorities major incidents and assign tasks to Service Support and Delivery resources as required
• Act as the central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required
• Ensures creation of a resolution plan for P1 & P2 incidents
• Understand and clearly communicate the business impact of major incidents
• Priorities major incidents based on business impact to the client
• SIAM Major incident managers are authorized to login into any priority calls during lean periods for their own knowledge gain
• Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
• Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents across all vendors
• Providing updates / communication to senior management on the status of P1 & P2 incidents

• Minimum of 6+ years of experience in IT Industry
• Experience in running the MI across all Vendors
• Excellent communication skills
• Proven experience as Major Incident Manager & should have ITIL exposure.
• Proven experience in handling the Bridge calls.
• Create standardized visual design diagrams of logical infrastructure, including platform, storage, and networking information

• You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
• Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
• Intuitive individual with an ability to manage change and proven time management
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed