IBM Incident Manager in WROCLAW, Poland

Successful candidates must be suitably educated (University degrees preferred) and have practical experience of working in an IT and/or Business environment supporting customers. 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.Although a technical knowledge of IBM’s IT environments is not essential for this role a general familiarization of IT hosting would prove advantageous when carrying out this role.Primary responsibilities:- validating application's issues- handling of major incidents according to SLAs.- acting as an escalation point to expedite incident resolution- chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties- issuing communication during the progress of a major incident- identifying appropriate timelines and targets for recovery actions, feedback and communications- assessing and agreeing Business ImpactTechnical skills should include:- A basic knowledge of IT hosting environments; general PC hardware / software maintenance skills- IT Service Management (mainly Incident/Problem/Change Management)- Alert Monitoring and Actioning- Being able to build a single business impact statement from multiple technical and non technical sources.Non technical skills:- Communication skills, written and verbal – proficiency in English- Ability to work independently and take decisions where necessary.- Having a strong character, can do attitude and possess a quality driven and customer focused mindset- Ability to work in tight deadlines and the ability to maintain focus whilst under pressure.- Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.- Excellent inter/intra team working skills balanced with ability to work unsupervised- Proactive identification and progression of service improvement opportunitiesRequired:-Readiness to work in 24/7 shift modelPreferred:-ITIL awareness-Experience in customer service/helpdesk/service deskAdditional 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

  • A basic knowledge of IT hosting environments; general PC hardware / software maintenance skills- IT Service Management (mainly Incident/Problem/Change Management)- Alert Monitoring and Actioning

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