Position Summary andResponsibilities:

Optimize the availability of IT infrastructure, systems,and services to meet the commitments IBM has made to it’s clients in acost-effective manner.

Deliver an Enhanced Recovery Model for resolution of MajorIncidents of complexity or long duration

Provide integrated management and coordination of IncidentManagement, Problem

Management, Change Management, and Availability Managementprocesses

Assuring that services and components are designed anddelivered to meet their availability targets.

Deep technical skillset and knowledge of customerenvironment.

Bridge gaps between delivery teams and drive rapid recoveryduring incidents

Provide a holistic view of the customer’s environment andmake recommendations to improve overall service.  Do this through the following actions (butnot limited to):

·       Promote monitoring systems to enable speedy detection and remediationof potential and actual IT failures

·       Proactively identify cost-effective availability improvementswithin an availability plan

·       Influence the design of services and components to align withbusiness needs

·       Initiate infrastructure changes to promote better systemavailability.

·       Use information about problems and incidents to analyzeavailability challenges and eliminate chronic issues.

·       Use specific information from driving major incidents to drivetechnical teams to stronger RCAs and corrective actions which will reduce thefrequency of repeated incidents

·       Ensure major changes undergo rigorous review before implementationto help prevent incidents

·       Continually improve upon the Recovery Model for resolution ofMajor Incidents to restore service quickly.

·       Participate (or lead/own as appropriate) in the creation, clientapproval and execution of the Client Delivery Plan

·         Establishes and fosters a relationship with the client,  builds a management with the client and owns and drives IBM deliverable for that client.

·       Is a member of the senior account team.  Assumes additional responsibilities insupport of the account commensurate with the other members of the senioraccount team

·       24 x 7 Rotation

·       Crisis Management

·       Manage outages to resolution

·       Exec Alert Communications

·       Root Cause Analysis Ownership

·       Documentation of Problem details, Cause, Contributing Factors, andPreventative Actions

·       Manage closure of RCA

·       Ownership of Communication plans (Internal / External)

·       Assumes additional responsibilities as assigned.

Skills:

Environment:

This position requires a mix of technical, business andprogram (i.e.: Problem, Change and Incident Management)

Applied knowledge and understanding of the ITIL disciplineswithin a commercial environment

IT Experience with IBM or external Customer facing roles,IT Project Management

Applied knowledge of financial and business controls and ITSolutioning processes and operations

Experience of delivering IT Services from a Delivery Center

Communication/Negotiation:

Establishes and maintains a dialogue with technical teams,Delivery Project Executives (DPE), Service Integration Leader (SIL), customerfocals as a single point of contact for specific major incidents

Drives the resolution of major incidents upon engagement

Owns and oversees the implementation of follow-up RCA andany process or technical changes required.

Expected to communicate account related operational statusup to SILs, DPEs  and customers asrequired

Expected to have a high level of influence on tools,processes, procedures, especially as relates to improving service availability.

Problem Solving:

Leverages deep technical skills and knowledge of thecustomer environment to drive teams in the resolution of major incidents.  

Drives root cause analysis of major incidents.  

The complexity of the account(s) managed, will drive theSAM band level

Identifies root causes, and fixes of technical andoperational delivery of contract services for assigned account(s).

Embraces challenges to achieve/sustain account quality,service levels, documentation, compliance and audit readiness.

欢迎招聘咨询顾问、IT精英人才等请加微信：gogoat 或加全国IT求职招聘群：146999050

     不想错过高端求职信息？关注我们的微信吧！微信公众号：ITILXF （）
                                 
         

     圈子决定你的未来，关注IT高端精英圈，人脉+知识+资讯，尽在你掌握！

Position Summary andResponsibilities:

Optimize the availability of IT infrastructure, systems,and services to meet the commitments IBM has made to it’s clients in acost-effective manner.

Deliver an Enhanced Recovery Model for resolution of MajorIncidents of complexity or long duration

Provide integrated management and coordination of IncidentManagement, Problem

Management, Change Management, and Availability Managementprocesses

Assuring that services and components are designed anddelivered to meet their availability targets.

Deep technical skillset and knowledge of customerenvironment.

Bridge gaps between delivery teams and drive rapid recoveryduring incidents

Provide a holistic view of the customer’s environment andmake recommendations to improve overall service.  Do this through the following actions (butnot limited to):

·       Promote monitoring systems to enable speedy detection and remediationof potential and actual IT failures

·       Proactively identify cost-effective availability improvementswithin an availability plan

·       Influence the design of services and components to align withbusiness needs

·       Initiate infrastructure changes to promote better systemavailability.

·       Use information about problems and incidents to analyzeavailability challenges and eliminate chronic issues.

·       Use specific information from driving major incidents to drivetechnical teams to stronger RCAs and corrective actions which will reduce thefrequency of repeated incidents

·       Ensure major changes undergo rigorous review before implementationto help prevent incidents

·       Continually improve upon the Recovery Model for resolution ofMajor Incidents to restore service quickly.

·       Participate (or lead/own as appropriate) in the creation, clientapproval and execution of the Client Delivery Plan

·         Establishes and fosters a relationship with the client,  builds a management with the client and owns and drives IBM deliverable for that client.

·       Is a member of the senior account team.  Assumes additional responsibilities insupport of the account commensurate with the other members of the senioraccount team

·       24 x 7 Rotation

·       Crisis Management

·       Manage outages to resolution

·       Exec Alert Communications

·       Root Cause Analysis Ownership

·       Documentation of Problem details, Cause, Contributing Factors, andPreventative Actions

·       Manage closure of RCA

·       Ownership of Communication plans (Internal / External)

·       Assumes additional responsibilities as assigned.

Skills:

Environment:

This position requires a mix of technical, business andprogram (i.e.: Problem, Change and Incident Management)

Applied knowledge and understanding of the ITIL disciplineswithin a commercial environment

IT Experience with IBM or external Customer facing roles,IT Project Management

Applied knowledge of financial and business controls and ITSolutioning processes and operations

Experience of delivering IT Services from a Delivery Center

Communication/Negotiation:

Establishes and maintains a dialogue with technical teams,Delivery Project Executives (DPE), Service Integration Leader (SIL), customerfocals as a single point of contact for specific major incidents

Drives the resolution of major incidents upon engagement

Owns and oversees the implementation of follow-up RCA andany process or technical changes required.

Expected to communicate account related operational statusup to SILs, DPEs  and customers asrequired

Expected to have a high level of influence on tools,processes, procedures, especially as relates to improving service availability.

Problem Solving:

Leverages deep technical skills and knowledge of thecustomer environment to drive teams in the resolution of major incidents.  

Drives root cause analysis of major incidents.  

The complexity of the account(s) managed, will drive theSAM band level

Identifies root causes, and fixes of technical andoperational delivery of contract services for assigned account(s).

Embraces challenges to achieve/sustain account quality,service levels, documentation, compliance and audit readiness.

欢迎招聘咨询顾问、IT精英人才等请加微信：gogoat 或加全国IT求职招聘群：146999050

     不想错过高端求职信息？关注我们的微信吧！微信公众号：ITILXF （）
                                 
         

     圈子决定你的未来，关注IT高端精英圈，人脉+知识+资讯，尽在你掌握！