Change Management

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 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 – 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

About Business UnitThis position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.

As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.

Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.

We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what’s next.

Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.

Your Life @ IBM
About IBM
Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

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