PositionSummaryandResponsibilities:

OptimizetheavailabilityofITinfrastructure,systems,andservicestomeetthecommitmentsIBMhasmadetoit’sclientsinacost-effectivemanner.

DeliveranEnhancedRecoveryModelforresolutionofMajorIncidentsofcomplexityorlongduration

ProvideintegratedmanagementandcoordinationofIncidentManagement,Problem

Management,ChangeManagement,andAvailabilityManagementprocesses

Assuringthatservicesandcomponentsaredesignedanddeliveredtomeettheiravailabilitytargets.

Deeptechnicalskillsetandknowledgeofcustomerenvironment.

Bridgegapsbetweendeliveryteamsanddriverapidrecoveryduringincidents

Provideaholisticviewofthecustomer’senvironmentandmakerecommendationstoimproveoverallservice.Dothisthroughthefollowingactions(butnotlimitedto):

·PromotemonitoringsystemstoenablespeedydetectionandremediationofpotentialandactualITfailures

·Proactivelyidentifycost-effectiveavailabilityimprovementswithinanavailabilityplan

·Influencethedesignofservicesandcomponentstoalignwithbusinessneeds

·Initiateinfrastructurechangestopromotebettersystemavailability.

·Useinformationaboutproblemsandincidentstoanalyzeavailabilitychallengesandeliminatechronicissues.

·UsespecificinformationfromdrivingmajorincidentstodrivetechnicalteamstostrongerRCAsandcorrectiveactionswhichwillreducethefrequencyofrepeatedincidents

·Ensuremajorchangesundergorigorousreviewbeforeimplementationtohelppreventincidents

·ContinuallyimproveupontheRecoveryModelforresolutionofMajorIncidentstorestoreservicequickly.

·Participate(orlead/ownasappropriate)inthecreation,clientapprovalandexecutionoftheClientDeliveryPlan

·Establishesandfostersarelationshipwiththeclient,buildsamanagementwiththeclientandownsanddrivesIBMdeliverableforthatclient.

·Isamemberofthesenioraccountteam.Assumesadditionalresponsibilitiesinsupportoftheaccountcommensuratewiththeothermembersofthesenioraccountteam

·24x7Rotation

·CrisisManagement

·Manageoutagestoresolution

·ExecAlertCommunications

·RootCauseAnalysisOwnership

·DocumentationofProblemdetails,Cause,ContributingFactors,andPreventativeActions

·ManageclosureofRCA

·OwnershipofCommunicationplans(Internal/External)

·Assumesadditionalresponsibilitiesasassigned.

Skills:

Environment:

Thispositionrequiresamixoftechnical,businessandprogram(i.e.:Problem,ChangeandIncidentManagement)

AppliedknowledgeandunderstandingoftheITILdisciplineswithinacommercialenvironment

ITExperiencewithIBMorexternalCustomerfacingroles,ITProjectManagement

AppliedknowledgeoffinancialandbusinesscontrolsandITSolutioningprocessesandoperations

ExperienceofdeliveringITServicesfromaDeliveryCenter

Communication/Negotiation:

Establishesandmaintainsadialoguewithtechnicalteams,DeliveryProjectExecutives(DPE),ServiceIntegrationLeader(SIL),customerfocalsasasinglepointofcontactforspecificmajorincidents

Drivestheresolutionofmajorincidentsuponengagement

Ownsandoverseestheimplementationoffollow-upRCAandanyprocessortechnicalchangesrequired.

ExpectedtocommunicateaccountrelatedoperationalstatusuptoSILs,DPEsandcustomersasrequired

Expectedtohaveahighlevelofinfluenceontools,processes,procedures,especiallyasrelatestoimprovingserviceavailability.

ProblemSolving:

Leveragesdeeptechnicalskillsandknowledgeofthecustomerenvironmenttodriveteamsintheresolutionofmajorincidents.

Drivesrootcauseanalysisofmajorincidents.

Thecomplexityoftheaccount(s)managed,willdrivetheSAMbandlevel

Identifiesrootcauses,andfixesoftechnicalandoperationaldeliveryofcontractservicesforassignedaccount(s).

Embraceschallengestoachieve/sustainaccountquality,servicelevels,documentation,complianceandauditreadiness.

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PositionSummaryandResponsibilities:

OptimizetheavailabilityofITinfrastructure,systems,andservicestomeetthecommitmentsIBMhasmadetoit’sclientsinacost-effectivemanner.

DeliveranEnhancedRecoveryModelforresolutionofMajorIncidentsofcomplexityorlongduration

ProvideintegratedmanagementandcoordinationofIncidentManagement,Problem

Management,ChangeManagement,andAvailabilityManagementprocesses

Assuringthatservicesandcomponentsaredesignedanddeliveredtomeettheiravailabilitytargets.

Deeptechnicalskillsetandknowledgeofcustomerenvironment.

Bridgegapsbetweendeliveryteamsanddriverapidrecoveryduringincidents

Provideaholisticviewofthecustomer’senvironmentandmakerecommendationstoimproveoverallservice.Dothisthroughthefollowingactions(butnotlimitedto):

·PromotemonitoringsystemstoenablespeedydetectionandremediationofpotentialandactualITfailures

·Proactivelyidentifycost-effectiveavailabilityimprovementswithinanavailabilityplan

·Influencethedesignofservicesandcomponentstoalignwithbusinessneeds

·Initiateinfrastructurechangestopromotebettersystemavailability.

·Useinformationaboutproblemsandincidentstoanalyzeavailabilitychallengesandeliminatechronicissues.

·UsespecificinformationfromdrivingmajorincidentstodrivetechnicalteamstostrongerRCAsandcorrectiveactionswhichwillreducethefrequencyofrepeatedincidents

·Ensuremajorchangesundergorigorousreviewbeforeimplementationtohelppreventincidents

·ContinuallyimproveupontheRecoveryModelforresolutionofMajorIncidentstorestoreservicequickly.

·Participate(orlead/ownasappropriate)inthecreation,clientapprovalandexecutionoftheClientDeliveryPlan

·Establishesandfostersarelationshipwiththeclient,buildsamanagementwiththeclientandownsanddrivesIBMdeliverableforthatclient.

·Isamemberofthesenioraccountteam.Assumesadditionalresponsibilitiesinsupportoftheaccountcommensuratewiththeothermembersofthesenioraccountteam

·24x7Rotation

·CrisisManagement

·Manageoutagestoresolution

·ExecAlertCommunications

·RootCauseAnalysisOwnership

·DocumentationofProblemdetails,Cause,ContributingFactors,andPreventativeActions

·ManageclosureofRCA

·OwnershipofCommunicationplans(Internal/External)

·Assumesadditionalresponsibilitiesasassigned.

Skills:

Environment:

Thispositionrequiresamixoftechnical,businessandprogram(i.e.:Problem,ChangeandIncidentManagement)

AppliedknowledgeandunderstandingoftheITILdisciplineswithinacommercialenvironment

ITExperiencewithIBMorexternalCustomerfacingroles,ITProjectManagement

AppliedknowledgeoffinancialandbusinesscontrolsandITSolutioningprocessesandoperations

ExperienceofdeliveringITServicesfromaDeliveryCenter

Communication/Negotiation:

Establishesandmaintainsadialoguewithtechnicalteams,DeliveryProjectExecutives(DPE),ServiceIntegrationLeader(SIL),customerfocalsasasinglepointofcontactforspecificmajorincidents

Drivestheresolutionofmajorincidentsuponengagement

Ownsandoverseestheimplementationoffollow-upRCAandanyprocessortechnicalchangesrequired.

ExpectedtocommunicateaccountrelatedoperationalstatusuptoSILs,DPEsandcustomersasrequired

Expectedtohaveahighlevelofinfluenceontools,processes,procedures,especiallyasrelatestoimprovingserviceavailability.

ProblemSolving:

Leveragesdeeptechnicalskillsandknowledgeofthecustomerenvironmenttodriveteamsintheresolutionofmajorincidents.

Drivesrootcauseanalysisofmajorincidents.

Thecomplexityoftheaccount(s)managed,willdrivetheSAMbandlevel

Identifiesrootcauses,andfixesoftechnicalandoperationaldeliveryofcontractservicesforassignedaccount(s).

Embraceschallengestoachieve/sustainaccountquality,servicelevels,documentation,complianceandauditreadiness.

欢迎招聘咨询顾问、IT精英人才等请加微信：gogoat或加全国IT求职招聘群：146999050

[p=24,null,left]不想错过高端求职信息？关注我们的微信吧！微信公众号：ITILXF（）

圈子决定你的未来，关注IT高端精英圈，人脉+知识+资讯，尽在你掌握！