Company Name:
IBM India Limited
Job Description:
Incident Manager - GTS - SD in India
Job Code: SO_DEL-0560452
Work Experience:
3 – 8 Years
Work Location:
Bangalore
Education: UG
- Any Graduate - Any Specialization
PG - Any
Postgraduate - Any Specialization
DOCTORATE -
Any Doctorate - Any Specialization, Doctorate Not Required
Job Description
Good
understanding of infrastructure technologies (Intel/ Unix, Servers, Middleware,
Email and Messaging Services and Networking, etc). Liaise with the Customer as
focal point for all high priority & major incidents reported. Represent the
team and IBM India while leading a Sev1 and Major incident. Provide technical
direction and coordination to the resolver groups involved. Provide support and
participate in the Change Control Board and change control process. Provide
appropriate inputs to the problem management process, RCA preparation Develop
an understanding of the clients organizational structure and infrastructure
environment Drive group chats and bridge calls effectively to resolve
incidentsPossess excellent written and verbal communication skills Prior
experience of sending out executive alerts/ communication mailersHandle
conflict situations and make quick decision while driving incidents Manage and
drive third parties to the quick resolution of incidents Use Escalation matrix
appropriately to get appropriate level of focus from technical teams and
management. ITIL certification is preferred but no mandatory
Desired Profile
English:
Fluent
Contact Details:
IBM India Ltd, Embassy Golf Links Business Park, Block A, Ground Floor, Embassy
Cypress Pt, Indiranagar-Koramangala Intermediate Ring Rd, Bangalore – 560 017
Telephone: 080-5177
7962 or 080-5177 7963
Website: http://www.ibm.com/in/en/