Incident Manager - Calgary, Canada - IBM

IBM

Verified Company

Calgary, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 Consulting helps our clients fundamentally redesign experiences to create new sources of value, digitally reinvent their operations for greater efficiency and transform their entire enterprises through cognitive.

We invite you to consider joining IBM's global reach, outcome-focused methodologies, domain skills and deep industry expertise that are helping transform the way we live and work.

IBM's state-of-the-art Client Innovation Centre (CIC) is the first of its kind in Canada.

The Western Canada CIC weaves together IBM's business insights and industry-leading software portfolio and is ideally suited for any client that needs flexible access to emerging or niche skills that may not be cost effective to grow internally.

The scope of incident management includes the following:

Logging and categorizing incidents requiring investigation and diagnosis
Assigning a priority to the incident based on impact and urgency to client systems
Providing additional focus and coordination of incidents with higher impact on client systems
Resolution of the incident
Monitoring and tracking incidents (taking appropriate action where required)
Communicating incident information
Updating tickets with incident information through to closure
Client and IBM initiated change requests & incident management deliverable.
Change lifecycle that includes the assessment, scheduling, approval, implementation and verification phases
Monitoring the progress and results of the change implementation; change lead role is not directly responsible for the implementation of a change
Organize and coordinate weekly change meetings to review upcoming changes, ensure the required approvals are granted, and will followup with change coordinators with feedback when changes are not approved.
Logging and categorizing incidents requiring investigation and diagnosis
Assigning a priority to the incident based on impact and urgency to client systems
Providing additional focus and coordination of incidents with higher impact on client systems
Resolution of the incident
Monitoring and tracking incidents (taking appropriate action where required)
Communicating incident information
Updating tickets with incident information through to closure

Essential Duties and Responsibilities:

Manage and coordinate the necessary planning, communication and scheduling for IBM initiated changes
Document and develop change management related processes and procedures
Coordinate weekly change review meeting for change approvals
Follow up on rejected and failed changes
Manage and monitor change schedules
Identify conflicts in the schedule and negotiate adjustments with the relevant parties
Record and document updates as required on the Change records
Develop and manage reports to support change management process
Manage and track all incidents in the incident management system
Document and develop incident management related processes and procedures
Record and document updates as required on the incident records
Create Incident reports with root cause analysis for client related incidents
Develop and manage reports to support incident management process

Required Technical and Professional Expertise

Working knowledge of IT Incident management processes is required to be successful.

Preferred Technical and Professional Expertise

Working knowledge & experience working with IT Change Control processes is required to be successful.

About Business Unit
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation.

With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world.

Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment w