IBM Lead – Operations in BANGALORE, India

About IBM : IBM India since 1992 provides solutions and services spanning all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry. Business Unit Introduction: IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services. Who you are: You will be liaises with the Customer as focal point for all high priority & major incidents reported. Represent the team and IBM India while leading a Sev1 ((First level severity), Major incident & All Incidents across various severity levels. What you’ll do: • Ensure Incident handling as per ITIL Incident Management Processes • Ensure Incidents are managed and resolved within SLA • Follow-up on Pending Incidents / SR with respective towers / stakeholder • Provide technical direction and coordination to the resolver groups involved• Provide support and participate in the Change Control Board and change control process.• Provide appropriate inputs to the Problem management process, RCA preparation• Develop an understanding of the clients organizational structure and infrastructure environment How we’ll help you grow:

  • You’ll have access to all the technical and management training courses you need to become the expert you want to be

  • 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 figure out what really excites you

• Drive group chats on ST and bridge calls effectively to resolve incidents • Identify process improvements & drive Service Improvement plans within the BU e.g. Ticket Reduction• Prior experience of sending out executive alerts/communication mailers•Handle conflict situations and make quick decision while driving incidents• Manage and drive third parties to the quick resolution of incidents (Vendor Management)

Client Innovation Center (CIC)