IBM CIO Technology Platform Transformation
The IBM CIO Technology Platform Transformation team plays a crucial role in modernizing and optimizing IBM's technology infrastructure and platforms. The team aims to power AI-enabled experiences through AI-first technology platforms that enable and streamline existing processes, enhance security, and improve user experience by leveraging cutting-edge technologies such as artificial intelligence, machine learning, and cloud computing.
Some of the key responsibilities of this group include:
1. Driving the adoption of emerging technologies to optimize and automate various business functions, keeping an AI-first approach with a digital experience.
2. Enable best in class IT with enhanced cybersecurity measures to protect sensitive information and maintain regulatory compliance.
3. Modernizing legacy systems and integrating disparate applications to improve interoperability and reduce technical debt.
4. Collaborating with other departments and teams to align technology efforts with broader corporate objectives.
5. Providing guidance and expertise on technology trends, best practices, and standards.
This team comprises professionals with diverse backgrounds in software engineering, data science, network architecture, and security. By fostering a culture of innovation and continuous improvement, the team strives to achieve its mission of making IBM the most productive company in the world.
We are seeking a highly skilled IT Operations Analyst to take a senior position in IBMs Global Control Desk organization managing incidents, changes, and major incident escalations within a dynamic and fast-paced technical environment. The ideal candidate will have a strong background in IT service management, have recent experience in a Major Incident Management role and have overseen Change or Release management operations as part of a CAB. The successful candidate will have excellent communication skills both verbal and written, and be comfortable multi-tasking. As a key player in the IT operations team, you will oversee day-to-day operations, drive process improvements, and ensure that best practices are followed to meet service level agreements (SLAs). This is a 24x7 desk requiring daytime, nighttime and weekend shift work according to a predefined schedule.
Key Responsibilities:
1. Incident Management:
Coordinate the resolution of incidents, ensuring minimal disruption to business operations.
Ensure incidents are classified and prioritized correctly, with clear communication to stakeholders.
Monitor and escalate critical incidents to appropriate technical teams and management.
Oversee root cause analysis (RCA) for major incidents and ensure that corrective actions are implemented to prevent recurrence.
Provide regular updates to stakeholders and management on incident status and resolution progress.
2. Change Management:
Supervise and manage the execution of IT changes, ensuring compliance with change management procedures.
Ensure that change requests are thoroughly assessed, reviewed, and approved by the appropriate stakeholders.
Ensure that changes are rolled out with minimal risk to business operations and that proper documentation is maintained.
Coordinate and schedule changes, ensuring that the impact is well-communicated and understood by affected teams and stakeholders.
3. Major Incident Management:
Lead the coordination and response efforts during major incidents, ensuring that critical issues are addressed promptly.
Ensure major incidents are escalated according to internal protocols and that necessary resources are mobilized.
Act as the point of contact for senior management during major incidents, providing clear and concise updates.
Ensure post-incident reviews are conducted and that actionable improvements are captured.
4. Process Improvement:
Continuously assess, propose and champion improvements to the incident and change management processes to ensure efficiency, scalability, and quality.
Identify recurring issues and work with technical teams to implement long-term solutions.
Share in the ownership of our continuous improvement journey, communicating, clarifying and demonstrating the behaviors we prize.
'Expertise and experience in the following areas:
-ITIL/ITSM with particular expertise in the areas of Incident, Change and Problem management. ServiceNow platform expertise is advantageous - schema/filter/report/analytics/dashboard expertise.
-Escalation proficiency
-Monitoring & Observation using tools such as Dynatrace Instana Splunk
-Network operations - routing load balancing security; client server fundamentals
-Knowledge of Cloud operations
-Logic and decision making under time pressure and information ambiguity.
-Technical expertise in Z/OS, Linux, Openshift, and Kubernetes is advantageous.
'Expertise and experience in the following areas:
-ITIL/ITSM with particular expertise in the areas of Incident, Change and Problem management. ServiceNow platform expertise is advantageous - schema/filter/report/analytics/dashboard expertise.
-Escalation proficiency
-Monitoring & Observation using tools such as Dynatrace Instana Splunk
-Network operations - routing load balancing security; client server fundamentals
-Knowledge of Cloud operations
-Logic and decision making under time pressure and information ambiguity.
-Technical expertise in Z/OS, Linux, Openshift, and Kubernetes is advantageous.