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. About the Business UnitGTS: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:Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.What you’ll do:
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
Remediate deviation of process for its particular division/department.
Responsible for communicating with the Incident Process Owner
Point of contact for all Major Incidents ( MI)
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
Represent the first stage of escalation for Major Incidents ( MI)
Monitor the workload per Severity level.
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Provide guidance to the Incident Process Coordinators
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. )
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
Should have all the Qualities of Good Incident Manager
Client Innovation Center (CIC)