Incident Management Advisor

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
As Incident Management Advisor you are responsible for Overall Accountability for the execution of the Incident process and procedures for this line of business Validating classification of an incident as a Major Incident against Major Incident Criteria.

Responsibilities

• Responsible for managing/performing all IBM internal notification executive alerts and escalation activities through service recovery of a Major Incident according to MI Notification Timeframe.
• Determining the scope of the Major Incident
• Assembling a Major Incident Team consisting of technical support people (other levels of support across domains/competencies as required) management and key stakeholders to develop execute monitor and track an integrated resolution plan through service recovery of the Major Incident
• Making service restoration / recovery decisions engaging the delivery Centre management team as required
• Ensuring that the progress of the Major Incident recovery and all relevant times are documented in the associated Incident Record(s)
• Chairing the Incident Bridge Calls and/or technical multi-person chats and following defined escalation path when needed as defined in the escalation policy Identifying Incidents which need special attention or escalation
• Consolidating an integrated resolution plan when multiple competencies/domains are engaged
• Ensuring the customer is contacted to confirm that the service has been restored to the customer’s satisfaction according to Resolve and Close Incident policy – Major Incident Exit Criteria

Required Technical and Professional Expertise

• Minimum 5 years’ experience in IT Service management.
• Proven interpersonal skills with collaborative attitude while contributing to team effort by accomplishing related results as needed.
• Expert in preparations and publishing the prescribed incident and Service request related reports as per the defined timelines
• Experience in tracking RCA and corrective and preventative actions specified in the RCA and Track Missed SLA and corrective actions taken for incidents/ problems
• Experience in Incident Management Process Management & Improvement and Professional Expertise
• Service management ITIL certification.
• Ability to ensure that all the data pertaining to the company and its clients is safeguarded against unauthorized or illegal use by implementing various methodologies against those who violate the security rules and regulations
• Proficient to maintain the availability integrity and confidentiality of the information and to maintain its authenticity control and utility of the relevant data
• Experience in supporting all the necessary procedures related to security approval accreditation certification etc.
• In-depth knowledge to implement a realistic approach during the certification schedule and process
• Hands-on experience to ensure compliance with vulnerability and mitigation procedures and to establish and install security fixes at regular intervals ”

Preferred Technical and Professional Expertise

• Highly experienced in Windows 10
• ITIL certification
• Two plus years of support desk experience
• Experience with Agile techniques applied in a customer service environment.