Service Availability Manager - IBM (Texas)
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
IBM's Availability Management Service provides an advocate, an Availability Manager, focused on availability requirements and whose main objective is to help maintain and, when necessary, restore our client's target levels of system availability. The Availability Manager will partner with our client to gain an understanding of their current state of availability and their availability goals and works with our client to help them achieve and maintain their availability goals. The Availability Manager works with our client's Operations, Change Management, Incident Management and Product teams and serves as our client's single point of contact to the IBM support and development organizations.The Availability Manager owns client communication of the resolution status of all availability issues.
The Availability Manager provides 24/7/365 support. Specific duties:
+ Review our client's change management process.
+ Participate with our client in the preparation and planning for all change management activities.
+ Assist with planning for IBM product deployment and maintenance by providing advice based on knowledge of IBM's products and industry best practices for systems and availability management.
+ Assist with communication to the appropriate IBM teams for planned changes to IBM products. Advise of potential impacts as informed by the IBM Labs or Support Centers.
+ Put IBM support 'on alert' during planned change management activities of our client's critical hardware and/or software products.
+ Review and understand the problem records opened with the relevant IBM Support Center(s) and offer advice and guidance.
+ Assist with identifying trends and creating action plans to address ongoing availability issues through analysis and review of problem records.
+ Serve as the main focal for all client communication of problem resolution status.
+ Work with IBM's support organizations to compile, provide and review root cause analysis for major incidents.
+ Assist our client with engaging the IBM support process and with escalations. Assist our client with determining correct severity level for problem records.
+ Understand issues our client may have with the IBM Support process and develop relevant and appropriate actions to resolve those issues.
+ Engage IBM support structure proactively to put additional focus on special situations.
+ Work, document and escalate higher level product and cross-product issues.
Required Technical and Professional Expertise
+ Environment: Professional knowledge related to incumbent's department or function.
+ Communication/Negotiation: Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.
+ Problem Solving: Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.
Preferred Technical and Professional Expertise
+ Bachelor Degree
+ None
About Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
Your Life @ IBMWhat matters to you when you're looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
IBM intends this job to be performed entirely outside of Colorado.
Being You @ IBMIBM 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.
* This article was originally published here
