6 days old

Enterprise Operations Center Tactical Response Manager (TRM)

Dallas, TX 75201
  • Job Code

IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.

Bottom line? We outthink ordinary. Discover what you can do at IBM.

The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies.

Your Role and Responsibilities
As a member of the Cloud Shared Services (CSS) program, the Enterprise Operations Center (EOC) Tactical Response Manager will support projects and customers within the IBM CSS program. Tactical Response Managers (TRMs) supervise all echelons of support engineers in the execution of their duties and provide operational oversight during crisis periods. During steady-state operations, TRMs work closely with Technical Delivery managers to ensure appropriate resource coverage across all Service Operations locations. They triage tickets across support level to ensure that Cloud policies, processes, procedures, RTS instructions, and shift special orders are followed, and to ensure that client satisfaction remains high. TRMs also audit Key Performance Indicators (KPIs) and metrics data for their shift.

TRMs own crisis management operations and are responsible for initiating the Crisis Notification Response (CNR) process. TRMs open troubleshooting and customer bridges, engage necessary resources, make notifications to customers and upper management, publish internal advisories across Service delivery Operations, coordinate resources across locations and shifts, provide direction and support to team members, and close critical events once resolved.

The TRMs primary function is leading incident support operations for IT infrastructure such as
Cloud and Physical Servers running various OS types (i.e. Windows, Linux)
VMWare environment and associated tools
SAN, NAS and associated storage hardware
Backup hardware and software
Network Switches (Cisco, Arista, NSX)
Load Balancers (A10)
Firewalls (CheckPoint)

Responsibilities will be to monitor and maintain all aspects of the solution, to include on-going documentation, maintenance ticketing system and continuing optimization of the procedures to provide robust operations oversight while communicating status updates. This is a 24x7x365 position requiring rotating shift support as well as a US Secret Clearance or the ability to obtain one.

Required Technical and Professional Expertise
  • Experience in monitoring and troubleshooting Information Technology systems in a Data Center 2 years of experience
  • Experience in operating and maintaining Network, NSX-VMWare or OS 1 year
  • Ability to work under pressure to resolve outages and restore service
  • Ability to communicate (both orally and written) effectively to various audiences
  • Ability to create and follow documented Standard Operating Procedures
  • Ability to follow documented Incident Management Process
  • Ability to work within a ticketing system; updating and creating tickets
  • Excellent teamwork skills

Preferred Technical and Professional Expertise
One or more of the following skills:
  • ITIL Experience Incident, Problem and Configuration Management 1 year
  • Experience administering networks and/or firewalls 1 year
  • Experience troubleshooting storage or backup issues in a large environment 1 year
  • Experience troubleshooting SAN or NAS issues in a large environment 1 year
  • Experience troubleshooting VMWare issues in a large environment 1 year
  • Experience working in an enterprise cloud operations environment 1 year
  • Ability to create formal documentation for systems administration, operations, and maintenance
  • A+ Certification Preferred
  • Security+ Certification Preferred
  • Network+ Certification - Preferred

About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter business by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM

Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.


Career growth

Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:

Skill development: helping our employees grow their foundational skills
Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employees strengths and career aspirations
Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.

About IBM
Corporate citizenship

With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!


Location Statement
US Citizenship required.

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



  • Computers Software and Hardware
Posted: 2019-11-08 Expires: 2019-12-08

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Enterprise Operations Center Tactical Response Manager (TRM)

Dallas, TX 75201

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