Introduction
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
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Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
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Your Role and Responsibilities
- Own the Incident Management and Critical Incident Management process
- Be the primary point of contact for customers and internal teams throughout the incident lifecycle for critical incidents
- Oversee effective incident logging and categorization
- Determine, mobilize, and engage resources and expertise required to resolve incidents (critical incidents).
- Participation as Coordinator during crisis and creation of the Post Incident Reports
- Conduct Post Incident Reports of critical incidents across various teams to identify root cause and ensure action is taken to prevent outages in the future
- Actively monitor incident resolutions and escalate timely when necessary
- Manage incident closure, evaluation of information accuracy and quality for solved incidents
- Prepare required monthly/bi-monthly reporting to management and customer
- Direct facing Customer Representatives - Service Desk meeting, Incident Management meetings
- Develop procedural manuals for triage and resolution of various technical issue types
- Establish processes to enable compliance with applicable SLAs. Ensure that all customer incidents are tracked and measured to their respective SLAs
- Define, maintain, and ensure that KPIs are within the agreed target.
- Act as a focal point and manages and coordinate the escalated requests from different stakeholders
- Interact with connected processes / owners / teams (technical teams, Problem Management, Change Management, CSIP, etc.)
Required Technical and Professional Expertise
- 1-3 years of previous incident management experience on projects involving complex technical environments.
- Experience in customer-facing roles, preferred
- Experience with maintaining incident logs and processing incident reports
- Ability to coordinate cross-functionally and track incidents proactively to closure
- Excellent written and verbal communication skills. Ability to handle and perform in stressful situations
- Experience with ITSM tools, Office 365 (Excel, Word, PowerPoint)
- Excellent organization, planning, analytical skills, and attention to detail
- While a technical background is not mandatory, he must be able to take in, synthesize, and communicate confidently on technical topics
- German proficiency B2/C1
Preferred Technical and Professional Expertise
n/a