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Service Coordinator - Team Lead (363329BR)

Customer Service

Customer Service



Quebec, Canada

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+ Optimize the availability of IT infrastructure, systems, and services to meet the commitments IBM has made to it's clients in a cost-effective manner.+ Lead Availability Management activities and process on the account.+ Assuring that services and components are designed and delivered to meet their availability targets.+ Reasonable Technical skillset to understand the architecture and deep knowledge of customer environment.+ Provide a holistic view of the customer's environment and make recommendations to improve overall service.+ Promote monitoring systems to enable speedy detection and remediation of potential and actual IT failures.+ Proactively identify cost-effective availability improvements within an availability plan.+ Influence the design of services and components to align with business needs.+ Initiate infrastructure changes to promote better system availability.+ Use information about problems and incidents to analyze availability challenges and eliminate chronic issues.+ Ensuring that all the existing services deliver the levels of availability agreed upon with the business in SLAs.+ Working with CA and ensuring all the new services are designed to deliver the levels of availability. required by the business and validation of the final design meet the minimum levels of availability for IT services as agreed upon by the business.+ Assist in investigation & diagnosis of all the Major Incidents & associated Problems that may cause availability issues or unavailability of the services or components.+ Monitoring of actual IT Availability achieved against SLA targets and to provide a range of IT Availability. reporting to ensure that agreed upon levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.+ Proactively improving the availability wherever possible and optimizing the availability of the IT Infrastructure to delivery cost effective improvements that deliver tangible benefits to the business.+ Creating, maintaining and regularly reviewing a forward-looking Availability Plan.+ Working with CA & FA to ensure that the levels of IT availability required are cost justified.+ Assessing critical changes for their impact on all aspect of Availability.+ Join weekly Account team meetings where DPE, SILs and others are invited to review past trends on availability and review future design of any new upcoming systems from availability standpoint.+ Participate in IBM & Client Meetings where Service Levels discussions are performed impacting systems availability.+ Enable Account PE / DPE / CA / SIL with appropriate reports indicating week on week posture of Service Availability.+ Provide inputs to DPE for CDP preparation for the information related to past trends and future targets for systems availability.+ Review & Manage Risk which has the potential to impact the Service Availability & SLAs+ Collaborate with DPE, SIL & CA to look for ways to improve Service Availability through innovation and automation. Help account to reduce to cost on high availability of systems+ Responsible that Contract System / Service Availability SLAs are met / exceeded.GTSCA2021Required Technical and Professional Expertise+ Bilingual in English and French.+ Canadian Level II Secret Clearance.+ Problem Solving skills.+ Leadership skills.+ Ability to drive teams skills,+ Passionate.Preferred Technical and Professional ExpertiseNAMust be legally authorized to work in Canada without sponsorship.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.