IBM IBM Cloud Availability Manager 

Bulgaria, Sofia 

514710116

Your Role and Responsibilities
• Lead and steer Incident Management driving to Service resolution.o Mobilize and coordinate recovery efforts across necessary support functions, personnel and leadership to expedite end-to-end troubleshooting, fault domain isolation and urgent resolution.
o Maintain a multi-tiered Plan of action tracking time-bound deliverables and actions.o Record and maintain incident record with recovery process noting areas of improvement.
o Provide clear client and internal leadership and stakeholders centric communications.

• Train, coach, and review proper Problem Management with the problem owners.
o Identify areas of improvement for problem owners to include to target problem resolution and identify additional areas to the overall time to resolution.
o Utilize tooling and technical knowledge to assure services and components are designed and delivered to meet their availability targets.
o Provide a holistic view of the clouds environment and make recommendations to improve overall service.
o Identify and/or lead Service Improvement Programs (SIP) for chronic conditions
o 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.

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