IntroductionAt 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**Roles and Responsibilities:**+ Major Incident management+ Handle, raise, and provide resolution for incidents impacting the customer. Act as the central point to handle and oversee resolution of service centre issues.+ Responsible for expediently restoring services by working closely with other support teams, users and vendors. Own, oversee and facilitate resolution of all major incidents within SLAs or customer agreed timeframes.+ Co-ordinate with significant support team to ensure root cause is identified and rectified for all problems.+ Co-ordinate change implementation and make sure process with all approvals is in place+ Oversee or perform communication on status of major incidents. Prepare and disseminate formal Major Incident Reports and track corrective actions to closure.+ Provide dedicated problem management by analyzing problem trends and formulate Corrective Action Plans with respective technology partners. Perform statistical analysis of incidents and critical issues. Develop and enact action plans to address common trends and reduce problem volumes.+ Handle day-to-day problem management issues and raise to Problem Resolver Groups to ensure timely resolution of problems.+ Arrange and chair technical conference bridges involving regional support teams as required.+ Perform regular review of process documentation. Seek approvals of various parties for updates. Participate in enhancement of incident, major incident and issues processes.+ Facilitate Root Cause Analysis investigations+ Conduct regular process and tools training to the Customer partners and new staff as required**As an IBM employee, you will be entitled to the following benefits:**+ 5 weeks of paid vacation+ Elaborate education program for each employee - training during the work career, courses are lead by professional lectors; e-learning education; flexible education plan for each job position+ Strong career opportunities+ Access to Hi-tech; MAC@IBM+ Above standard Medical Care+ Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics+ Global Travel and Life insurance+ Contribution to the Pension fund+ IBM stock purchase plan**You will have the opportunity to:**+ Join our Succeeding@IBM Program - a structured on-boarding and development program+ Become part of our diverse and multinational community and collaborate within global and local teams+ Gain knowledge and develop skills through our world-class trainings+ Benefit from mentoring and coaching+ Balance your work with your life and enjoy a flexible working environment**Please, take in consideration, that should your application be successful, our recruiters will contact you.**Required Technical and Professional Expertise+ ITIL certification+ Experience in service management+ Excellent communication skills+ High level technical overview of main areas like (Windows, Linux, network, HW)+ Responsibility and teamwork+ Ability and willingness to learn+ English: FluentPreferred Technical and Professional Expertise.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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.