Major Incident Manager

Job description

Your future made with IBM

IBM Client Innovation Center Wroclaw & Katowice
is now hiring experienced professionals

Experience new and diverse professional challenges. Take your career further with IBM's Client Innovation Center Wroclaw & Katowice in Location. Be part of a multicultural team that helps our clients to transform how their IT services are delivered. You will discover a friendly team-focused environment: an inspiring workplace that provides an open and collaborative culture. Enjoy varied and challenging work - and grow your expertise through training and career development tailored to you. Shape your future by joining a global team that has driven client success for more than 100 years.

What will you make with IBM?

Main responsibilities:
·  Coordination and management of Major Incident Management process activities
·  Escalation of risks and issues to the Major Incident Management Process Owner
·  Supporting Major Incident Management reporting (KPIs and customer SLAs)
·  Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
·  Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account
·  Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
·  Drives implementation of standard execution of the Major Incident Management process
·  Represents IBM to the customer (valid for nightshift/weekend/holidays) – Shift work 24/7
·  Agrees issue definition, action plan and success criteria with customer (during emergency mode)
Requirements:
·  At least 2 - 3 years of experience in the ITIL driven IT management environment, preferably on the Incident Manager position
·  ITIL Foundation certificate
·  Understands and has demonstrated the use of methods and techniques for the assessment and management of risk
·  Commands respect for knowledge, experience and excellence within the specific area of Major Incident Management
·  Very good English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations
·  Good understanding of production IT Environment and IT Operations
·  Very good understanding of Incident Management, Problem Management and Change Management processes
·  Strong interpersonal and teamwork skills
What we can offer you
·  Think40 - access to a universe of knowledge through various education channels
·  Working on international projects in multicultural teams
·  Customer exposure and direct impact on the business of our clients based on our solutions they use
·  Coaching and mentoring sessions
·  True vertical and horizontal development opportunities
·  Opportunities to constantly learn evolving technologies
·  Friendly open office environment & flexible working hours
·  Languages classes free of charge
·  Discounts in various restaurants, shops & cultural places
·  Private medical and life insurance package
·  Multisport Card
·  Summer camps for children
Auto req ID

14935BR
Required Education

Bachelor's Degree
Role ( Job Role )

Service Coordinator
State / Province

SLASKIE
Primary job category

Technical Services
Contract type

Fixed Term - Long Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

KATOWICE
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  University degree
Country

Poland
Preferred Technical and Professional Experience

None
Secondary Job Category

Other Technical Services
Eligibility Requirements

None