IBM SIAM Major Incident Manager in Armonk, New York
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Your Role and Responsibilities
As a SIAM 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.
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
Business impact is to be quantified and documented for reporting purposes
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
Prioritise 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
Escalation trigger point for P2 & Internal IBM incident to P1 if no resolution plan after an appropriate time
Prioritise major incidents based on business impact to the client
SIAM Major incident managers are authorised to login in to any priority calls during lean periods for their own knowledge gain
Enforce ‘drop dead’ time to prevent outage outside of change window
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
Drive/owns Management/technical checkpoints & IBM internal meetings to ensure corrective action is being taken to restore service/s
Attendance at daily Operations meetings provided there are no P1 incidents running
Provide assistance with identifying problem management trends
Required Technical and Professional Expertise
Must required to run the MI across all vendors
Excellent verbal communication (Required)
Need to have the technical knowledge across technologies (network, Infra, Application) functionality
Service Management & ITIL exposure
Previous experience within a SIAM environment (Highly desirable)
SNOW tool experience (Highly desirable)
ITIL Intermediate (Required)
SIAM Foundation (Highly desirable)
Preferred Technical and Professional Expertise
About Business Unit
At 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 @ IBM
What 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.
IBM’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.
US Citizenship required.
Being You @ IBM
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