About IBM India:IBM has been present in India since 1992. IBM India's solutions and services span 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. Strategic Outsourcing is partnering with customer for multiple benefits which include (a) focus on core competency (b) Make IT spend more predictable (c) Making IT agile and supportive enough for catering future business needs. Pairing the industry’s most extensive portfolio of services, hardware and software solutions with our global network of IT, industry and business process experts, IBM optimizes your IT infrastructure to support today’s business requirements while charting a path to transformation across your enterprise Strategic Outsourcing Delivery (SO Delivery) focuses on delivering our IT services to clients all over the world and help clients to manage all or parts of their IT infrastructure so that they can focus on achieving their core business objectives. Working at SO Delivery India provides a variety of opportunities to grow and expand the career.Job Description:
She/he support the NI Competency/Account Dedicated Service Management as the service delivery advocate. She/he proactively monitors the NW related problem and change process and manages problem and change issues and alerts with NW Services Providers as needed.
She/he works with the customer dedicated teams to understand issues and requirements and support proper engagement of NW Service Providers for requests for new services (RFS's) to grow the business.
She/he will be responsible to ensure the quality of services delivered by NW Service Providers and manage the costs of delivery by looking for better ways to provide service in a cost efficient manner.
She/he leads and directs the NW Services Provider teams with direction from the NI Competency
She/he monitors and manages Service Level performance in the NW area and reports attainment and potential exposures in a timely manner
Lead and Manage Network Major Incidents 24/7 on a rotating basis, being the SpoC for all NW competencies, accounts and service providers during any MI. Ensure proper communication between all stakeholders. Drive quick resolution including workarounds to mitigate customer impact. Client facing during MI.
Oversee major changes to mitigate the risk of failed changes
Oversee sev1 tickets and support and review RCAs
Problem management: develop and work out service improvement plans per IMT/account as a result of any MI, sev1 incident or failed change
Except MI, she/he will work in the background and will be not part of the normal problem and change management process, but will have the authority to intervene if operational risks are discovered
Ensure positive customer satisfaction and good customer relationships are maintained
Manage NW Services Providers to deliver to contract performance standards and client measurements, maintain relationship with Providers
Drive/Manage service quality and improvement of the service delivery processes in the NW area
Continually identify ways to reduce costs for delivering NW services and continually improve NW services
Deliver on service commitments
Participate in NI Competency plans/strategies
Understand customer requirements and business opportunites/requirements identification, guidance, support and closure
Provide technical support and participate in the Change Control Board and/or change control process
Participate in response to RFS's on behalf of the delivery organization
Drive/participate and coordinate crisis management
ITIL and CCNA or even higher networking certifications
Technically oriented university degree
5+ years experience in managing incidents, problem and changes
Experience in supporting client accounts (DPE, account SDM, client facing)
Knowledge of IBM processes – Incident, Change Management, compliance
Very strong in communication
Excellent negotiation and organization skills (structure the incident)
Critical, analytical thinking
Able to take an active leadership role during an MI,
Good technical background on IT infrastructure especially networking
Client Innovation Center (CIC)