15 days old

Service Coordinator: Major Incident Manager

Brno, Jihomoravský kraj 602 00
  • Job Code

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

  • Overall Accountability for the execution of the Major Incident process and procedures for his line of business
  • Validating classification of an incident as a Major Incident against Major Incident Criteria
  • Determining the scope of the Major Incident
  • Managing/Performing all IBM internal notification, executive alerts and escalation activities through service recovery of a Major Incident according to Major Incident Notification Timeframe
  • 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)
  • Initiating and facilitating the Major Incident bridge meetings and communications as needed
    • Major Incident Technical Bridge
    • Major Incident IBM Management Bridge
    • Major Incident Customer Bridge
  • Contacting the continuity provider for a Data Centre crisis or for exceptionally severe single customer outages
  • Consolidating an integrated resolution plan when multiple competencies/domains are engaged
  • Obtaining and providing status on Major Incident recovery progress
  • Ensuring that 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

Specific responsibilities may include:

  • Chairing the Incident Bridge Calls and/or technical multi-person chats
  • Following defined escalation path when needed, as defined in the escalation policy
  • Identifying Incidents which need special attention or escalation

As an IBM employee, you will be entitled to the following benefits:

  • 5 weeks of paid vacation
  • Elaborate education program for each employee - training during the work career, courses are lead by professional lectors; e-learning education; flexible education plan for each job position
  • Strong career opportunities
  • Access to Hi-tech; MAC@IBM
  • Above standard Medical Care
  • Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics
  • Global Travel and Life insurance
  • Contribution to the Pension fund
  • IBM stock purchase plan

You will have the opportunity to:

  • Join our Succeeding@IBM Program - a structured on-boarding and development program
  • Become part of our diverse and multinational community and collaborate within global and local teams
  • Gain knowledge and develop skills through our world-class trainings
  • Benefit from mentoring and coaching
  • Balance your work with your life and enjoy a flexible working environment

Please, take in consideration, that should your application be successful, our recruiters will contact you.

Required Technical and Professional Expertise

Key Skills:

  • Be calm under pressure - You need to be able to work under short, intense periods of stress
  • A good communicator - You must be good communicator and able to translate messages and information to people at all levels. You should be empathic, good listener and able to take negative feedback without being defensive
  • A methodical mind - You need to make recommendations based on clear, reasoned arguments and be able to follow them during it's execution
  • IT knowledge - You need to have IT technical background, as it's key to having a perspective on how to approach problems
  • An eye for detail - You'll also need to be able to assess data, identifying gaps, trends and inaccuracies, and turn that data into actionable outcomes and opportunities

Expected Background:

  • 2+ years experience in (Major) Incident Management

Preferred Technical and Professional Expertise
  • ITIL overview (ITILv3 + Certification)
  • Incident management experience in Banking industry is a plus

About Business Unit
At 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 isthe place for you!

Your Life @ IBM
What matters to you when youre 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 IBM
IBMs 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 Statement
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, 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: 2019-12-01 Expires: 2019-12-31

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Service Coordinator: Major Incident Manager

Brno, Jihomoravský kraj 602 00

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