Individuals performing this role will optimize the availability of IT infrastructure, systems, and services to meet the commitments IBM has made to its clients in a cost-effective manner. Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration. Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes. Utilize technical and client environment knowledge to assure services and components are designed and delivered to meet their availability targets. They will facilitate bridging the gaps between delivery teams and drive rapid recovery during incidents. They will provide a holistic view of the client's environment and make recommendations to improve overall service. The employee focuses on individual/team/department/ operational objectives.Skills:Environment:Professional knowledge related to incumbent's department or function.Communication/Negotiation:Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.Problem Solving:Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance andimprove or develop complementary adjustments /solutions.Contribution/Leadership:Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.Impact on Business/Scope:Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.
Relevant experience in Service and/or Project Management role minimum 5 years
Knowledge of banking business
Experience in organizing and creating Service Model, setting KPIs, SLAs all contract period