Service Management
- SGIBM
- 7 to 9 Yrs
- Multi-City, India
- 4 years ago
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Job Description
Come join our team of IBM experts, who are leaders with vision, distinguished engineers and IT architects who have worked with thousands of clients to transform enterprise IT, migrate to cloud, apply automation and ensure business continuity. We help client run their IT better, accelerate innovation and deliver unmatched performance with the power automation.
Who you are.
As Incident Manager, you are responsible manages the IT infrastructure process to restore normal service operation as quickly as possible to minimize the impact to business operations
If you thrive in a dynamic, reciprocal workplace, IBM provides an environment to explore new opportunities every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.
What will you do.
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Act as point of contact for all Major Incidents
- Obtains authorization for submitted change requests from the Incident & Change Authority
- Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition
- Utilize the Incident and change in process management reporting system to monitor and track changes
- Drive considerable initiative and discernment relative to problem determination / resolution and telephone etiquette
- Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies
- Own ITIL Incident management - analyze and design service management processes, research and present standard methodologies, and drive for continuous improvements
- Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
- You ll have access to all the technical and management training courses to grow your expertise.
- You ll learn directly from expert developers in the field; our team leads love to mentor.
- You have the opportunity to work in many different areas to determine what really excites you.
- Please Beware.
- Culture
- Minimum 7+ years in IT Service Management - incident /problem/ change
- Ability to gather and maintain a wide array of data, analyse data, preparing reports, and introduce process improvements throughout the reporting process along with excellent and technical skills
- Experience in exercising judgment while analysing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for account
- Demonstrated expertise to prepare required documents and presentations as required
- Proven expertise to ensure high level security, accuracy, and efficiency, demonstrate attention to details
Preferred Technical and Professional Expertise
- ITIL/ITSM Foundation or Intermediate certification
- Ability to establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
- You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
- Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
- Intuitive individual with an ability to manage change and proven time management
- Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
- Up-to-date technical knowledge by attending educational workshops, reviewing publications
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Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: General / Operations Management
Functional Area: Not Applicable
Role/Responsibilies: Service Management
Contact Details:
Company: IBM IndiaLocation(s): Multi-City, India
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SGIBM
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