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Your Role and ResponsibilitiesAs an SIAM (Service Integration and Management) Major Incident Manager working for a global provider of IT solutions, you will be working within a multi-supplier environment transforming into a SIAM model.The successful candidate will be maintaining overall Major Incident Management process and share the drive critical and complex incidents in every possible means to multi-suppliers, as well as building on the Process maturity during the transformation.
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 â 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
Required Technical and Professional Expertise- 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
Preferred Technical and Professional Expertise- 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