IBM SDM Security in GURGAON, India

About IBM IBM is a global technology and innovation company present in India since 1992. It is the largest technology and consulting employer in the world, with approximately 380,000 employees serving clients in 170 countries. In this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We are changing how we create. How we collaborate. How we analyze. How we engage. IBM is a leader in this global transformation. 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 have to provide 4th level Change Management services and product support for various IBM Total Middleware Solutions.What you’ll do:

• Drive Major Incidents to closure• Manage Account Performance• Interlink between all support teams on identifying DPP & RCA’s• Actively Chair and Participate in CAB as agreed with Customer or Sending Team• Define, Own Service/Quality Improvement plan• Authoring SOW, Periodic review & updates through Change Process• Ensure relevant governance /interlock with Sending Geo and technical service lines• Prepare Daily/Weekly/Monthly Operational or other Delivery Related ReportsManage Own Third Party Vendor integration, including managing sub contracts• Inspect and monitor resources to maintain Client expectations for quality service delivery• Check Daily Incident Trend, Backlogs and Incident or Service Request SLA Misses.• Ensure that Contract SLA.'s/SLO's are met or exceeded• Manage Service Delivery/Project risk for client and IBM• Responsible for driving the methods, processes, metrics, and tools associated wth the organization supported• Represent Delivery for RFS's or PCR's• Manage change requests, maintaining baselines as appropriate• Conduct RCA analysis and communicate results to DPE / client• Proactive Improvement of Processes and Quality (i.e., use of Six Sigma Methodologies, SEI CMMI, ISO 9001) where appropriate• Establish Standards, Processes, OrganizationsDrive/Manage service quality and improvement of service delivery processes

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

  • Experience in Change Management- ITIL Certified.

  • 6+ Years of experience

Client Innovation Center (CIC)