Introduction
At IBM Finance & Operations, we are the backbone of IBM's transformation driving efficiency, transparency, and smart decision-making across the business. Our teams provide the insight and discipline that guide strategy, ensure financial strength, and enable IBM to invest in innovation and growth. Working in Finance & Operations means combining analytical skills with collaboration and curiosity. You'll partner with colleagues across functions and geographies, using data, technology, and process excellence to create solutions that improve performance and deliver measurable impact. IBM offers continuous learning, career development, and a culture that values diverse perspectives. Join us and be part of a global team that keeps IBM moving forward, while building your own future in a dynamic and evolving environment.
Your Role And Responsibilities
- Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents.
- Identifies an incident owner to lead the incident process during major incidents.
- Ensures appropriate escalation procedures are followed as required.
- Assesses impact and progress during major incidents to ensure escalation is timely and appropriate
- Enters incident details in the incident management tool in a timely manner with accurate information.
- Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
- Ensure correct inputs to the Incident Management process
- Drives governance around incident management, for example, ensure an incident ticket is opened, escalated, updated, and closed accordingly
- Establishes regular communication with relevant IT management and the business regarding the status of incident tickets and adherence to the incident management process
- Contributes to evolving and maturing the incident management process so it integrates with other processes (problem and change management) and tools
- Leverages incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement.
- Participates in hypercare calls, and manages the day-to-day use of incident management tools.
- Once Incidents are closed, write Problem cases for those Major / qualifying Incidents to be reviewed with relevant stakeholders.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations
- A focus on customer/business satisfaction, with strong interpersonal skills and responsiveness
- Knowledge of Service management tools and ITIL best practices
- Strong problem-solving and analytical skills
- Proven ability to build and manage relationships effectively
- Strong organizational and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly changing requirements.
- Ability to drive process improvement to continually improve service and reduce costs
- Understands strategic business objectives and proposes relevant technical solutions and alternatives
- Minimum 2 years of experience in application support
- Ability to communicate with all levels of technical and management staff
- Flexible (in relation to working hours)
Preferred Technical And Professional Experience
- CRM Application knowledge
- Strong Team Player
- Good Analytical Skills
- Basic DB2/SQL knowledge
- Excellent Communication Skills
- Knowledge on Agile would be an added advantage
