Major Incident Manager

Job description

This role manages Severity 1 Major Incidents that are impacting the client on production or financial environment. The Major Incident Manager (MIM) is expected to manage and take the leadership/Ownership of the incident and coordinate all the action plans, ETAs, follow-ups required to accelerate the recovery process and mitigate the Business impact to the client. The Major Incident manager will also document all actions and progress made and is responsible for the interaction/proper communication with DPE, PE product development, management and/or Senior management during crisis situations to ensure a high level of customer satisfaction. MIM will be engaged in problem resolution of complex problems relating to product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the individual customer's environment.

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 comply with Customer (KPIs and SLAs)•Manage the recovery process based on the Major Incident Management best-practices and ITIL process standardization•Ensure consistent end-to-end application of the Major Incident Management process across the account•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 the customer.
Auto req ID

350796BR
Required Education

High School Diploma/GED
Role ( Job Role )

Integrated Service Manager
State / Province

HEREDIA
Primary job category

Technical Specialist
Company

(0804) IBM Business Transformation Center, S.r.l.
Contract type

Regular
Employment Type

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

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

Heredia
Being You @ IBM

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Knowledge on hardware and software products (UNIX, Windows, AS400, Storage and Network Systems)
At least 3 years' experience in Service Management
At least 3 years experience in Client Facing
English: Fluent
Critical Thinking, Problem Solving. Leadership Capacity, Ownership, and accountability.
Active Listening and confidence to provide recommendations
At least 2 years' experience in Service Management
ITIL certified

Country/Region

Costa Rica
Preferred Technical and Professional Experience

•Identifying Major Incident impacts that directly affect the customer's ability to function.
•Coordinating resources to expedite recovery of Major Incidents to the customer.
•Providing realtime communication of recovery plans, actions, and status to IBM Management and Service Management.
•Identifying resources required to restore service needs and making necessary resource allocation adjustments where possible
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

-
Position Type

Early Professional
Early Professional Track

No Track
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.