Introduction
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
Your role and responsibilities
- Administer incident management, while performing the escalations required to meet the high standards of an operations control center in terms of service levels and user service satisfaction
- Coordinate problems by actively monitoring their progress in collaboration with the Company's team
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- Produce monthly dashboards including management indicators
- Produce detailed monthly reports on incidents and problems, including by priority and work team
- Produce a specific remediation plan for non-compliance with operational level agreements by work teams
- Participate in or set up Problem Management Committee meetings
- Produce follow-up reports for Problem Management Committees
- Produce incident recurrence analysis reports
- Write training material documentation
- Monitor the flow of incoming incidents and the ability of support staff (levels 1 and 2) to resolve them in line with service level agreements
- Proactively analyze the recurrence of the most frequent incidents in order to investigate and resolve the problem through root cause research or by documenting the procedure to be applied for a known error
- Examine and prioritize problems
- Measure and increase the effectiveness of the incident and problem management process, particularly in anticipating incidents
- Formulate recommendations for improvement (processes, tools, operational follow-up) and monitor implementation
- Identify the tools or solutions required to implement the incident and problem management system, and the processes supporting them
• Deliverables
- Monthly dashboard with management indicators
- Detailed monthly report
- Recovery plan
- Problem Management Committee documentation
- Problem management committee follow-up report
- Analysis reports
- Documentation of training materials
- Documentation of the procedures manual.
Required education
Bachelor's Degree
Required technical and professional expertise
• Fluent in French language
• 8 years IT experience
• 4 years' experience in various areas of the SAP world
• Over the past five (5) years, must have completed a minimum of 3 years as a consultant in incident and problem management, carrying out activities and deliverables previously listed for this profile, in organizations of comparable size to that of the Company.
• Flexibility in working hours
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.