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Subject Matter ExpertIncident Management

5.00 to 10.00 Years   Hyderabad   17 Sep, 2019
IBM India Pvt Limited
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

Who you are As an Incident Manager, you are responsible for high-level ownership of the technical service restoration plan across all IBM delivered Infrastructure services and the Resolver Group Managers involved in P1 incidents. If you thrive in a dynamic, reciprocal workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, theres no limit to what you can accomplish here. What you will do

  • Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in IPC tool
  • Technical and Functional critical issue where necessary
  • Business impact quantified and documented for reporting purposes
  • Considerable initiative and discernment relative to problem determination / resolution and telephone etiquette
How we ll help you grow:
  • You ll have access to all the technical and management training courses to grow your expertise.
  • 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 resolve really excites you.
We wish you great success in your career and encourage you to bring your best self to work with IBM. Culture IBM is committed to crafting a diverse environment and is proud to be an equal opportunity employer. You will receive consideration for employment without regard to your race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to compliance with all fair employment practices regarding citizenship and immigration status. Please Beware. Of misleading advertisements and fraudsters issuing Offer Letters, on behalf of IBM in exchange for a fee. We recommend you to Stay Alert. Read more here http://ibm.co/2fwBkyK . To avoid any instance of fraud, when receiving communication from IBM, look for this authentic IBM e-mail format: XYZ@in.ibm.com. Required Professional and Technical Expertise
  • Minimum 5-10 years of experience in major Incident Management skills.
  • Experience in creation of a resolution plan for P1 & P2 incidents
  • Ability to understand and clearly communicate the business impact of major incidents
  • Proficient in managing escalation trigger point for P2 & Internal IBM incident to P1 if no resolution plan after an appropriate time
  • Validated knowledge to create and distribute Incident Management reports
  • Working knowledge in reviewing all implemented changes to ensure that they have been carried out
  • Demonstrated ability to carry out the Process Manager responsibilities for Change Management process along with consolidation of Change Assessment results and issues.
  • Willingness to be ready and rresent Change Authorization Package
Preferred Professional and Technical Expertise
  • Working knowledge of Intel / DBA/ Unix / Windows OS/Exchange
  • Proven understanding on ITIL principles
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
  • Up-to-date technical knowledge by attending educational workshops, reviewing publications
,

Keyskills :
reporting upportservices globaldelivery itservices changemanagement managedservices designthinking majorincidentmanagement creativedesign timemanagement customerrelations audiomastering

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