IBM Technical Operations Manager in SHANGHAI, China

IBM has entered into a strategic partnership with a partner company to set up the IBM Cloud Platform in China. The primary responsibility of this role is to lead on behalf of IBM all operational aspects of our interactions with the partner company to ensure IBM has anticipated and addressed our obligations in the contract and our needs beyond the contract in ensuring site reliability of the cloud. This role must be highly involved leading up to the initial go live, and take on primary responsibility post go live. The role must design, implement and lead on an ongoing basis the necessary (1) 7x24 triage model for technical and operational support and (2) management systems across IBM to ensure that the partner company remains current from both a knowledge and technology point of view regarding their adoption of our cloud priorities. Examples of tasks and workstreams associated with this includeProvide insight to the partner company to build the cloud operation model in alignment with IBM Cloud (Gen2) operation model and ensure the partner company is aware of (with documentation) modifications and/or decisions they make which have the potential to impact the reliability or viability of their cloudAct as a liaison between IBM and partner company during the set up of various elements of the cloud (OSS, BSS etc), including support of integration testing.Act as a point of escalation for critical issues and incident management.Implement a management system between partner company and IBM which includes but is not limited toAssist partner company to implement operational metrics and communications model between them and IBMinterlock with partner company Ops leadership on open requests and technical requirements.effective support by IBM of partner company's incident management processes, including RCA communication as appropriateeffectively capture open requests submitted by partner company to IBM Service Tribes.technical exchange or special skills transfer sessions to partner ompany for new features or functions that cannot be covered in normal documentation updates.Implement an effective management system within IBM which includes but is not limited toConsolidate monthly cloud company's Cloud availability updates, which includes age and severity of open questions from partner company Incident and RCA status, and L3 open ticket and defect totals to share and drive needed action with IBM Cloud leadership teamEnsuring the contract management and China offering management team is enabled to champion feature, technical or process requests from partner cloud company to IBM Service Tribes by providing input to them on any requirements which this role may receive from partner company (this is a support not lead function of the role)The overall goal of this role over time is to drive increasing self sufficiency of the partner company to operate their cloud as IBM offerings mature and as partner company cloud processes and skills mature, leading to a decreasing dependency on the need for a triage team.Experience:Minimum 10 years in software development and technical support roles.Deep understanding of cloud computing, including Dev/Ops, technical architecture of IBM Bluemix and/or SoftLayer.Deep understanding of technical operational aspects of cloud computing (OSS), including Bluemix tooling and processes.Track record leading teams and managing complex technical projects.Strong communication skills.Demonstrable technical acumen to engage technical line of client/partner organization.

  1. Provide insight to partner company to build the cloud operation model in alignment with IBM Cloud operation model and ensure the partner company is aware of (with documentation) modifications and/or decisions they make.2. Act as a liaison between IBM and partner company during set up of various elements of the cloud including support of integration testing.3. Act as a point of escalation for critical issues and incident management.4. Implement a management system between partner company and IBM5. Implement an effective management system within IBM

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