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IBM Cloud Availability Manager 
India, Karnataka, Bengaluru 
267775152

04.09.2024

Is it your desire to be part of a premier group of technology specialists that can make a difference in IBM Cloud? Individuals performing this role optimize the availability of IBMs Cloud infrastructure, systems, and services to meet the commitments IBM has made to its clients in a cost[1]effective manner. Availability Managers (AVMs) act as Incident Commanders leading and driving resolution of Critical Impacting Events (CIEs), and Problem Management experts for IBM Cloud’s platforms and services.
Key Responsibilities:
  • Lead and steer Incident Management driving to Service resolution.
  • Perform situational appraisal, assess CIE severity/priority and appraise User impact extent
  • from client-facing teams
  • Mobilize and coordinate recovery efforts across necessary support functions, personnel and
  • leadership to expedite end-to-end troubleshooting, fault domain isolation and urgent
  • resolution.
  • Maintain a multi-tiered Plan of action tracking time-bound deliverables and actions.
  • Maintain a heightened level of sensitivity for future / potential business impact and risk tocustomers
  • Record and maintain incident record with recovery process noting areas of improvement.
  • Provide clear client and internal leadership and stakeholders centric communications.
  • Train, coach, and review proper Problem Management with the problem owners.
  • Identify areas of improvement for problem owners to include to target problem resolution
  • and identify additional areas to the overall time to resolution.
  • Utilize tooling and technical knowledge to assure services and components are designed and
  • delivered to meet their availability targets.
  • Provide a holistic view of the clouds environment and make recommendations to improve
  • overall service.
  • Identify and/or lead Service Improvement Programs (SIP) for chronic conditions
  • Maintain focus on time-bound deliverables and actions
  • Focuses on individual/team objectives and development of professional effectiveness.
  • Lead strategic areas of importance to the service team.
  • Recognized as incident and problem management thought leaders and subject matter experts


Required Technical and Professional Expertise

  • Enterprise incident command and control.
  • Understanding of industry methodologies (5 Whys Root Cause Methodology, Failure Modes and Effects Analysis, Kepner-Tregoe, etc.)
  • Fundamental and/or working knowledge of Cloud technologies
  • Knowledge and experience working with any number of enterprise technologies including but not limited to Compute (Server/OS), Database, Network, Storage, Middleware, Perimeter Security (Firewall, VPN, Host / Application Security)
  • Working knowledge and experience with Service Now
  • ITIL V4 proficient.


Preferred Technical and Professional Expertise

  • ITIL V4 certification.
  • Kepner-Tregoe certification
  • Working knowledge of Financial Services

Soft skills / abilities required for you to be successful in this role include:

  • Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
  • Leadership – Capacity, Capability and Competency (“Leaders inspire others to take action”) Command and Control presence
  • Ability to “command the room” in a professional manner
  • Ability and confidence to act decisively and take constructive feedback onboard
  • Exercise influence over others across various levels of the organization (manage up, down and across)
  • Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
  • Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
  • Excellent phone / video presence and written / verbal communication skills
  • Strong relationship management and client-centric mindset
  • Ability to work on-call rotations, during the business time-frames and occasional weekends, Holiday’s and after hours.
  • Communicates fluently in English verbally and written