Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients\' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.

Your Role and Responsibilities
As Incident Management Advisor, you are responsible for Overall Accountability for the execution of the Incident process and procedures for his line of business, Validating classification of an incident as a Major Incident against Major Incident Criteria
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
Investigate and diagnose Incidents to restore an interrupted IT Service as quickly as possible
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Escalate Major Incidents to the Incident and/or Problem Manager
Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
Should be a single point of contact for all major Incidents.

• You will need to visit the domestic client\'s offices / data centres on a daily basis or on an as-needed basis as part of this roleCandidate should have good knowledge of IT domain and Infrastructure.
• Good knowledge on Scope and agreed SLA\xe2\x80\x99s.
• Understanding of Technical aspects on End client computing, Server, and Network.
• Should have sound knowledge & experience about ITIL frame work and process
• Should have handled Incident, problem & change Management.
• Should have good written, communication and documentation skills.
• Able to lead and chair the Incident, Problem and Change Management. Document the MOM\xe2\x80\x99s
• Good understanding of Central Support desk and IMS.
• Ready to work on 24/7 shifts to support client requirement
• ITIL certification

Required Technical and Professional Expertise

• 3-4 years\xe2\x80\x99 experience as Incident Manager Role and overall, 7-8 years\xe2\x80\x99 experience
• Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, escalation, one on one mentoring etc.)
• Interface with Large technical team, Project Management team and Client team. Participate in Incident / Problem review calls for PIR (post Incident review) and help Project manager to publish the RCA with corrective and preventative actions (CAPA)
• Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed TAT.
• Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines
• Ability to rapidly understand & drive complex technical situations under pressure
• Ability to facilitate conversations with large groups of remote people
• Ability to translate technical incidents into business terms
• Enthusiasm to learn new technologies (Network, Voice, Storage, Microsoft Azure etc) make new contacts and influence the way IT operates
• Excellent organizational skills, with the ability to manage multiple tasks simultaneously
• ITIL V3/V4 certification
• Project management certification desired but not mandatory
• Ability to build strong relationships and trust with users.
• Ability to think critically and understand the dependencies in connected systems.
• Ability to work effectively and efficiently with minimal supervision.
• Provide detailed technical designs for new technology deployments and monitoring concepts
• Strong organizational, analytical, and problem-solving skills.
• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the users while meeting deadlines.
• Critical attention to detail and solid creative problem-solving skills.
• Experience and training in root cause analysis.
• Ability to work in a fast-paced team environment

Preferred Technical and Professional Expertise

• Prioritization and resolution of issues raised in issue tracking system at the facility
• Ensure compliance with SLAs for all reported issues.
• ITIL certification

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\xe2\x80\x99s 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.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.


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\xe2\x80\x99ll be able to learn and develop yourself and your career, you\xe2\x80\x99ll 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\xe2\x80\x99s 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\xe2\x80\x99re 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\xe2\x80\x99s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.


Location Statement When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

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