IBM Incident and Problem Manager in WASHINGTON, District Of Columbia

We live in a moment of remarkable change and opportunity. Data and technology are transforming industries, society and even the workplace—by creating professions that didn’t exist before the emergence of data, cloud, social and mobile. IBM Global Business Services is a leader in this transformation and just the place to define and develop your consulting career. At IBM, you’ll work to solve some of society’s most complex problems and uncover what’s possible as you help our global clients succeed. Join us and discover what you can make of this moment. What will you make with IBM? ibm.com/jobsThe USAID Incident and Problem Manager works closely within the Major Incident Management process as an extension of Situation Management to provide USAID with consistent ITIL fundamental management and prevention of Severity incidents. The Incident and Problem Manager ensures that high-impact situations are effectively triaged, resolved, and future occurrences are mitigated through process enhancements delivered to the O&M teams. Problem Management processes will drive timely and consistent action item tracking for Severity incidents. Any applicable trends will be reported and examined to determine long term irrevocable and preventive actions to ensure incidents are not repeated going forward.Responsibilities:The role of the Incident and Problem Manager is to maintain the processes and prevention of high severity incidents affecting critical business applications:

  • Assessing action items for preventing critical business impacts of high severity Situations

  • Managing the recovery processes of a high severity Situation in accordance with the action plan documented by the Incident Manager. This requires a demonstrative approach to driving quick resolution among several technical resolvers. A sense of urgency and good understanding of the customer environment is a must

  • Being accountable for preventative measures of high severity situations

  • Reporting on progress of Recovery, Preventative, Alarm, Global, and Irrevocable Correct Action status

  • Engaging other O&M teams when necessary

  • Coordinating actions and schedules for mitigation procedures

  • Conduct bi-weekly client Root Cause Analysis meetings

  • Ensure proper transition of Major Incidents to Root Cause Analysis process and into Problem Management phase

  • Ensuring that accurate action items and alternative solutions are documented, owners are established and timelines are defined

  • Managing the problem to resolution or until delegated to another owner, as a larger project or work intake

  • Facilitating documentation and management of the problem and change tickets as tickets are routed to different problem solver groups for resolution post-outage

  • Coordinate additional activities as required.

PSHJDCHJ2252

  • Technical Project Management - 2 yrs experience

  • Availability Management - 3 yrs experience

  • Business Analyst - 2 yrs experience

  • Client Presentation Skills - 2 yrs experience

  • Incident Management - 3 yrs experience

  • Problem Management - 3 yrs experience

Global Services