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 Role and Responsibilities
Individuals performing this role work to optimize the availability of IBMs Cloud infrastructure, systems, and services to meet the commitments IBM has made to its clients. Availability Managers (AVMs) act as Incident Commanders leading and driving resolution of Critical Impacting Events (CIEs) for IBM Cloud's platforms and services.
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They perform situational appraisal (What, When, Where, Extent and Is/Is Not), assess CIE severity/priority and appraise User impact extent from client-facing teams. AVMs mobilize all necessary support functions, personnel and leadership to expedite end-to-end troubleshooting, fault domain isolation and urgent resolution. Maintain a multi-tiered Plan of action tracking time-bound deliverables and actions. Provide clear client and leadership centric communications.
Record and maintain incident record with recovery process noting areas of improvement. Train, coach, and review proper Problem Management with the problem owners. Identify areas of improvement for problem owners to include to target problem resolution and identify additional areas to the overall time to resolution.
Utilize tooling and technical knowledge to assure services and components are designed and delivered to meet their availability targets. Provide a holistic view of the clouds environment and make recommendations to improve overall service.
The AVM focuses on individual/team objectives and development of professional effectiveness.
Required Technical and Professional Expertise
Enterprise incident command and control
• Fundamental and/or working knowledge of Cloud technologies
• Working knowledge and experience with Service Now
• Working knowledge of Financial Services preferred but not required
Required soft skills / abilities:
• Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
• Leadership - Capacity, Capability and Competency ("Leaders inspire others to take action")
• Command and Control presence
• Ability to "command the room" in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up, down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindset
• Ability to work on-call rotations, during the business time-frames and occasional weekends, Holiday's and after hours.
Preferred Technical and Professional Expertise
- Knowledge and experience working with any number of enterprise technologies including, Compute (Server/OS), Database, Network, Storage, Middleware, Perimeter Security (Firewall, VPN, Host / Application Security)