Introduction
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide. Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
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Your role and responsibilities
El Incident Manager tiene como objetivo principal garantizar que los incidentes se gestionen de manera eficiente, desde su detección hasta su resolución, para minimizar la interrupción de los servicios y garantizar que los clientes y usuarios finales tengan una experiencia sin problemas.
- Supervisar y gestionar la resolución de incidentes, asegurando que se sigan los procedimientos establecidos.
- Análisis de procedimientos para proponer eficiencias a los mismos..
- Mantener una comunicación constante con las partes interesadas internas y externas durante y después del incidente.
- Proporcionar actualizaciones regulares sobre el progreso de la resolución.
- Dirigir las revisiones post-incidente para identificar las causas raíz y aplicar medidas correctivas.
- Preparar informes detallados que incluyan el análisis de la causa y las acciones correctivas recomendadas.
- Identificar oportunidades de mejora en los procesos y procedimientos de gestión de incidentes.
- Colaborar en la mejora de los protocolos de respuesta a incidentes, asegurando que se adapten a las mejores prácticas de la industria.
- Asegurar que todos los incidentes sean debidamente documentados en sistemas de seguimiento de incidentes.
- Mantener registros precisos sobre la resolución y cierre de los incidentes.
- Coordinar y organizar capacitaciones periódicas sobre gestión de incidentes para equipos internos.
- Promover la concientización sobre la importancia de una respuesta rápida y eficiente ante incidentes.
Required education
Bachelor's Degree
Required technical and professional expertise
- Formación Académica: Título universitario o Técnico en áreas relacionadas con Tecnología de la Información, Ingeniería o similares.
- Experiencia: Experiencia de al menos 2 años en roles de soporte técnico, gestión de incidentes o en áreas de TI, preferiblemente con experiencia previa en la gestión de equipos de trabajo.
- Conocimientos Técnicos: Conocimiento en metodologías como ITIL (especialmente en la gestión de incidentes y problemas), herramientas de gestión de incidentes y seguimiento de problemas.
- Habilidades: Capacidad de liderazgo, habilidades de comunicación y negociación, pensamiento crítico, capacidad para tomar decisiones rápidas bajo presión.
- Certificaciones en ITIL o en gestión de incidentes.
- Conocimiento en gestión de crisis y planes de contingencia.
Preferred technical and professional experience
Hiring manager and Recruiter should collaborate to create the relevant verbiage.
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
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
For additional information about location requirements, please discuss with the recruiter following submission of your application.