• Luxembourg
  • Save Job
  • 5 - 7 Years
  • Posted : above 1 month

Job Description:

At IBM, work is more than a job - its 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 youve never thought possible To lead in this new era of technology and solve some of the worlds most challenging problems

Your Role and Responsibilities
Position Summary and Responsibilities
Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration
Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management
Act as lead of Service Management Team and ISM Processes for an given account or set of accounts
Bridge gaps between delivery teams to help drive rapid recovery during major incidents
Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs
Act as escalation for Problem Management to SILs / Delivery Line Management if RCAs are not meeting the required quality on consistent basis
Work with Incident / Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly
Lead trending / process improvements reduction in overall Incidents, failed changes etc
Lead ISM Process awareness across all Service lines and provide education if required
Revise, Review and ensure approval of ISM Process Account Level PIMs
Interlock with SIL on resolving issues which impacts the ISM activities performed by delivery
Maintain working relationship with client on Operational matters with DPE owning client issues
Escalate to SIL in case there are backlogs for Incident, Problem, Change records
Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate

Required Professional and Technical Expertise
Minimum 5 to 7 years of experience with management of IT delivery or roles such as an Incident Manager, Integrated Service Manager a Service Management Team Leader, line Manager or equivalent function
Minimal 1 to 3 years of experience with both technical and functional environments of banking clients, allowing you to understand, participate and moderate major incident and crisis meetings with a large variety of Luxembourg banking clients and client actors, both national and cross border
Good technical knowledge of various IT domains such as Windows, Unix, Linux, Mainframe, Middleware, Storage, Telecom, Security, etc
Ability to show leadership in crisis meeting, stress resistance, ability to take overall coordination in a major incident and crisis situation
ITIL certification or relevant experience showing strong process-oriented mind

Preferred Professional and Technical Expertise
Strong client- and service-oriented mindset
Excellent proven soft skills (team building, motivation, communication, influencing, negotiation, trust building, conflict management, coaching, leadership, ownership, decision-making, etc)
Excellent knowledge of English (oral and written) French is a real advantage
Excellent documentation and presentation skills

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 Its this 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!

Your Life IBM
What matters to you when youre 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 IBM
IBMs 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

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

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, disability, age, or veteran status IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 09th Feb 2020

Key Skills:

Company Profile:

IBM India Pvt Ltdarfix

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