IBM jobs - Major Incident Manager

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Business Unit -GTS

Our IBM Global Technology Services (GTS) helps clients plan, implement and lead an efficient, resilient, flexible IT infrastructure. Be it groundbreaking outsourcing tied to business outcomes or integrated managed services or discrete services - IBM GTS is the partner of choice for infrastructure services.
Come join our team of IBM experts, who are leaders with vision, distinguished engineers and IT architects who have worked with thousands of clients to transform enterprise IT, migrate to cloud, apply automation and ensure business continuity. We help client run their IT better, accelerate innovation and deliver unmatched performance with the power automation.
Who you are..
As Incident Manager, you are responsible manages the IT infrastructure process to restore normal service operation as quickly as possible to minimize the impact to business operations
If you thrive in a dynamic, reciprocal workplace, IBM provides an environment to explore new opportunities every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.
What will you do...

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Act as point of contact for all Major Incidents
• Obtains authorization for submitted change requests from the Incident & Change Authority
• Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition
• Utilize the Incident and change in process management reporting system to monitor and track changes
• Drive considerable initiative and discernment relative to problem determination / resolution and telephone etiquette
• Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies
• Own ITIL Incident management - analyze and design service management processes, research and present standard methodologies, and drive for continuous improvements
• Manage weekly and monthly Incident review meetings and provide data metrics to Leadership

How we’ll help you grow:

• You’ll have access to all the technical and management training courses to grow your expertise.
• You’ll learn directly from expert developers in the field; our team leads love to mentor.
• You have the opportunity to work in many different areas to determine what really excites you.

We always believe that it is extremely important to have the right person for the right job and you are a perfect fit to this strategy. We want people with an openness and ability to learn and who are ready to put good ideas into action. So, go ahead, and grab the opportunities – we wish you great success in your career and encourage you to bring your best self to work with IBM.

EOM Statement

• Culture

IBM is committed to crafting a diverse environment and is proud to be an equal opportunity employer. You will receive consideration for employment without regard to your race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to compliance with all fair employment practices regarding citizenship and immigration status




Required Professional and Technical Expertise

• Minimum 5+ years in IT Service Management - incident /problem/ change
• Ability to gather and maintain a wide array of data, analyse data, preparing reports, and introduce process improvements throughout the reporting process along with excellent and technical skills
• Experience in exercising judgment while analysing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for account
• Demonstrated expertise to prepare required documents and presentations as required
• Proven expertise to ensure high level security, accuracy, and efficiency, demonstrate attention to details

Preferred Professional and Technical Expertise

• ITIL/ITSM Foundation or Intermediate certification
• Ability to establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• 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
• Up-to-date technical knowledge by attending educational workshops, reviewing publications

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.