IBM IPC Manager in SHENZHEN, China

Job Description

POSITION CONCEPT

The Applications & Infrastructure Major Incident Manager ("MIM") is a key member of the Major Incident Management Team ("MIM Team"), providing positive leadership and direction to the applications and infrastructure support groups involved with restoration of Production Services following the occurrence of Major Incidents ("MIs"). The MIM takes a lead role in ensuring that high impact, complex problems affecting in-scope applications and infrastructure are driven to restoration in an efficient and effective manner.

· The MIM Team provides 24x7 on call support for major incidents by roster.

DUTIES AND RESPONSIBILITIES

Incident management:

  • Manages service restoration for major incidents affecting the production infrastructure environment. Leads the restoration chat to ensure focus and intervenes or escalates (to Support Team Leads, Managers, SMEs, SOM, SD Executive) if the discussion stalls or escalates.

  • Sends required Executive Alerts (EA) and SMS for all major incidents in accordance with the process

  • Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)

  • Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule

  • Communicating inefficiencies and deficiencies related to the process to the process owner

  • Assisting in reassignment of misdirected incidents

  • Assisting, if required with correcting invalid incident Priority

  • Ensuring the quality of the incident information, as requested

  • Identifying areas for improvement using key measurements

Change Management:

  • Building and maintaining the Consolidated Change Schedule

  • Conducting change meeting(s), where affected parties are notified that changes are scheduled, approved, rejected, etc.

  • Document final approval or rejection of a change that requires CAB (Change Advisory Board, or Change Approval Board) approval

  • Communicating changes that have been identified as having pervasive impacts to the Change Controller and other Change Coordinators in their Geography / Region

  • Reviewing failed and canceled changes to identify the cause for the failure or cancellation to ensure that no outstanding issues exist that require additional attention and ensuring that those issues are resolved/addressed by the appropriate individuals or raise a problem

  • Ensuring the Change Owner documents in the change record, for all Critical and Major changes, all required business and technical assessment information including: where the business and technical assessment documentation/form can be located, the date/time the assessments took place and the attendees who participated in the assessment

  • Acting as point of escalation for day-to-day schedule slips as required to bring the change back on schedule ·

  • Monitor that change records are closed within criteria

Problem Management:

  • Coordinating efforts of Problem Analysts, including suppliers and external teams, to deliver

  • timely resolution of Problems

  • Ensure that the Problem request meets the Problem criteria

  • Monitoring and enforcing correct implementation of Problem Management Process

  • Coordinating day-to-day execution of the process

  • Verifying the completeness and integrity of information collected to conduct daily operations

  • Assisting in the auditing of the process for compliance with documented procedures

  • Tracking open Problems and identifying Problems that require increased focus to meet committed service levels

  • Hosting Problem meetings as required

  • Providing one-on-one mentoring

  • Reviewing formal RCAs for process compliance

The MIM must be / have:

· Analytical, decisive and self motivated.

· Very strong written and verbal English language communication skills.

· The ability to understand technical concepts relating to end to end management of applications and their operating environments.

· Strong team skills.

· Maturity, confidence and assertiveness.

· Strong negotiation skills.

· Technical Support experience in the following disciplines an advantage: Networking, Server, Domino, Web Hosting.

· Service Management / Service Operations Management experience in the Incident, Problem, Change disciplines an advantage. Basic knowledge required.

Required Technical and Professional Expertise

· Analytical, decisive and self motivated.

· Very strong written and verbal English language communication skills.

· The ability to understand technical concepts relating to end to end management of applications and their operating environments.

· Comprehensive understanding of BU organization structures, including a comprehensive understanding of the systems management disciplines, functions, responsibilities and products/tools used within different BUs.

Preferred Tech and Prof Experience

· Strong team skills.

· Maturity, confidence and assertiveness.

· Strong negotiation skills.

· Technical Support experience in the following disciplines an advantage: Networking, Server, Domino, Web Hosting.

· Service Management / Service Operations Management experience in the Incident, Problem, Change disciplines an advantage. Basic knowledge required.

· ITIL knowledge / certification an advantage.

· The ability to cope with night shift is critical.

EO Statement

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