IBM Incident Coordinator in WROCLAW, Poland

IBM has setup in Wroclaw the eighth Delivery Centre in the world. While investing in such a project and willing to gain customers' recognition for providing innovative, high-standard services, IBM will undoubtedly use and implement the most cutting-edge IT technologies and the most advanced delivery and deployment technologies. IBM's ambition in Poland is to create a new service center, which at its target capacity will become the second largest Shared Service Center in the world. As in any other service-based operation – the competence of highly-qualified staff is the key to our success.Our activities focus on administration, maintenance and remote support of customers' information systems, operating systems, networks, databases and applications. The employees of IBM Client Innovation Center are using the latest technologies and have the opportunity to work in international teams. If you want to start@IBM Client Innovation Center in Wrocław, you are in a right place!Successful candidates should be suitably educated (University degrees preferred). One of the key activities required with this role is the ability to communicate effectively both verbally and written in English to a wide spectrum of global customers from Executives to service users. This role involves the monitoring / support engagement / business impact analysis / status communications for all mission critical applications and associated business processes as defined by the CIO in the support of IBM’s Global Business.Primary responsibilities:

  • Global application monitoring

  • End To End Problem Determination and Order Flow troubleshooting

  • Situation Management

  • In depth Customer Impact Assessment/business impact analysis

  • Initiate severity 1 incident process for end to end issues

  • Engage in technical support, executive and customer chats

  • Executive and Application Focal Callout

  • Customer alerting

  • Threat management

  • Reporting

  • Executive calls

  • involve in communications for all mission critical applications and associated business processes

Required skills:

  • Great communication skills,

  • Ability to multitask

  • Ability to work and decide independently

  • Strong character, can do attitude and

  • Quality driven and customer focused mindset

  • Ability to work under time pressure

  • Problem determination and solving skills

  • Excellent inter-, intra team working skills

  • Proactive attitude - identification and progression of service improvement opportunities

Nice to have:

  • Experience in customer service/helpdesk/service desk

  • Basic IT knowledge


  • Fluent English

  • Readiness to work in 24/7 shift model

Additional Benefits:

  • Trainings and certifications

  • Private medical package and insurance package

  • Multisport Card

  • Working on international projects in multicultural teams

  • Good to be an IBMer discounts

  • Cinema & trips for IBMers

  • Language classes

  • Summer camps for children


Client Innovation Center (CIC)