Service Coordinator: Major Incident Manager

Service Coordinator: Major Incident Manager

07 Jul 2024
Arizona, Phoenix 00000 Phoenix USA

Service Coordinator: Major Incident Manager

Vacancy expired!

IntroductionIBM’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.Your Role and ResponsibilitiesCurrently, IBM is looking for a Service Coordinator: Major Incident Manager to respond and effectively manage our Major Incidents (P1 and P2s) for Infrastructure and Application issues. In this position, your primary responsibilities will be:

Lead and coordinate with technical resolver teams for Major Incident recovery for P1s and P2s

Record Major Incidents into the client's Incident Management System

Coordinate and escalate as required the technical support groups involved for Major Incident recovery, including external vendors to expedite resolution

Take and record detailed notes for all Major Incidents

Draft and send timely communications during the progress of a Major Incident recovery internally within IBM and client teams

Escalate as needed for any issues and/or roadblocks that could prevent the Major Incident from timely resolution

Effectively drive and manage escalations and awareness to client executives by the client's Major Incident Management Policy

Provide management reports in line with the client's Major Incident Management policy

This role requires working in shifts and on weekends on a rotational basis to provide 24/7 coverage

Work Location - Preferred in Atlanta, Georgia. For strong candidates, we are open to considering other locations.Required Technical and Professional Expertise

Individuals must have experience in managing IT Infrastructure or Applications in 1 or more technologies for 3 to 5 years

Minimum 2-4 years of experience in performing the role of Major Incident/Recovery Manager

Strong knowledge and experience with Infrastructure/Applications, zOS, AIX, Linux, Network, multi-vendors environment, etc. to help drive/facilitate technical support teams until the issue is fully recovered

Strong communication skills and being able to lead a technical bridge call with multiple technical support teams for incident recovery

Excellent written and verbal skills to understand and document both business and technical impact, and the ability to translate highly technical updates into detailed business updates

Strong knowledge of ITIL processes

Preferred Technical and Professional Expertise

Minimum 1-2 years of problem management experience with the ability to review the quality of RCAs and assist teams in enhancing the root cause findings, contributing, and preventive factors

Major Incident Management experience with financial clients

Certified in ITIL

About Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!Your Life @ IBMWhat 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 IBMIBM’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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM 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.

Related jobs

Job Details

  • ID
    JC4307883
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    IBM
  • Date
    2020-07-08
  • Deadline
    2020-09-06
  • Category

Jocancy Online Job Portal by jobSearchi.