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Service Availability Manager(Infrastructure Services-Availability Management
Ref No.: 18-00311
Location: Phoenix, Arizona
Position Type:Contract
 Visa Required : GC EAD, Green Card, US Citizen
 
Service Availability Manager(Infrastructure Services-Availability Management)
 
Major Incident Facilitators are primarily focused to drive remediation of Technical Restoration Bridges based on escalations from Business Customers, Relationship Managers, Help Desk Analysts, or Production Support technicians, dependent on the type of technology failure to best assure optimum Mean Time to Restoration.  The coordination efforts may require a combination of support from IBM, Client Technologies, AT&T, associated Technology vendors, and direct or vendor Business partners for supported business critical portfolios and business units. Facilitators leverage a variety of industry and proprietary tools for coordinating leadership escalation, documenting bridge activities, and ensuring timely circumvention.  A summary of outages provided to Client and IBM leaders for incident timings, known business impacts, high level overview of key events, and engaged owners for initial problem analysis.
 
Key responsibilities would include;
  • Strong Incident Management foundation of IT Service Management Processes / ITIL concepts and practices
  • Diverse technical capabilities across Mainframe, Distributed, Interactive, Web, Network, Security for infrastructure and application components
  • Excellent verbal and written communication skills
  • Ability to be assertive and challenge the status quo, while still maintaining strong and effective relationships.
  • Ability to influence without authority using proven collaboration skills
  • Ability to work and coordinate priorities well under pressure
  • Adherence to published account Escalation, Quick Reference Guides, and Remediation processes
  • Account experience is a major plus
  • Skills recommended include;
  • Must demonstrate excellent written and communication skills.
  • Strong knowledge of IT Service Management Processes / ITIL concepts and practices
  • Strong understanding of Business Partner Lines of Business and Card Programs.
  • Diverse technical capabilities across Mainframe, Distributed, Interactive, Network for infrastructure and application components,
  • Ability to be assertive and challenge the status quo, while still maintaining strong and effective relationships.
  • Ability to influence without authority using proven collaboration skills
  • Ability to work and coordinate priorities well under pressure.
  • Please list (if applicable):
  • Client Proprietary tools
  • ITSM
  • Collaborative chat tools (Slack, Skype)
  • Agile
  • Major Incident Management (MIM) Portal
  • Client Data Center Industry tools
  • ServiceNow
  • Microsoft Office Suite
  • Powerpoint, Excel, Word
  • 24 x 7 x 365 MST   Yes
 
Please specify (if applicable):
  • Rotating requirements to assure on-call coverage 24 x 7 x 365 MST
 
  • DTOC model (12 hours shift 3 days working 4 days off and 4 days working 3 days off).  The candidate should be open to work in the 24x7 model (no 3rd shift)
  • Candidates need to be able to do a Face to face interview
  • Incident Manager
  • Business Recovery Manager
  • Critical Situation Manager
  • Description: The Major Incident Manager is responsible for leading, facilitating, and owning the response and the rapid identification and resolution of business or service impacting incidents. This role is responsible for understanding critical services, and developing a solid understanding of the applications and infrastructure supported. The Major Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all Major incidents in order to mitigate impact and reduce the Mean Time to Resolve (MTTR). This includes:
  • Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue.
  • Ensuring that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client impact.
  • Making decisions required to reduce client impact.
 
  • Some of the specific daily tasks that the Incident Manager is engaged with are:
  • Facilitating and managing incidents
  • Scheduling and facilitating Reconvene meetings
  • Incident Reviews to improve and ensure accuracy
  • Creating, updating, and improving procedures such as Knowledge Based Articles (KBA)
  • The ideal individual in the Incident Manager role will have:
  • Enterprise incident management experience across several IT disciplines
  • Knowledge and experience working with a wide-range of enterprise t
  • ServiceNow--ideal
  • **Prior Client experience a plus
  • Service Management and/or Change Management background a huge PLUS
  • The Incident Manager is responsible for helping develop the Incident Management function, processes and procedures to ensure end-to-end service quality and "Best in Class" customer service. Some of the more essential skills required for executing the objectives of the role are:
  • Critical Thinking
  • Deductive Reasoning
  • Problem Solving
  • Command & Control presence
  • Active Listening
  • Maintaining a professional demeanor and attitude while being assertive
  • Ability and confidence to act with decisiveness on critical decisions
  • Exercise influence over a wide range of individuals at all levels of technical & business leadership
  • Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
  • Ability to challenge information if the response does not fit the situation
  • Excellent telephone, oral communication skills, strong verbal and written English
  • Strong interpersonal & relationship building
  • Ability to learn and develop quickly.Service Availability Manager