IT Service Coordinator
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.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
General Role Description:
Account IT Service Coordinators in this job role provide infrastructure and application support to internal and commercial IBM clients to ensure business continuity and ensure Service Level Agreements are met while following the ITIL Service Management framework.
This position reports to an Account IT Team Leader.
Key Roles and Responsibilities:
Incident and Problem Manager
q Provides first level infrastructure and application support for the accounts that meets technical Service Level Agreements for the following ITIL-based Service Management processes:
• Incident Management
• Problem Management
q Ensures that reported incidents are properly recorded, including the resolution performed
q Analyzes, tracks and monitors all escalated incidents, acts as first-level resolution owner and ensures that issues are properly resolved
q Escalates unresolved incidents to other pre-identified support groups
q Maintains regular linkage with the key business users to remain in the loop on day-to-day operations issues and status
q Provide analysis and critical next steps as appropriate and updates during Severity 1 outage situations
q Provides first level of support to the different account specific platforms being used by operations including Incontact, AdviseHR, Citrix, others.
q Secures RCA for Severity 1 incidents from resolution group or other sources aligned to the Problem Management Procedure and Process
q Generates and analyzes trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results.
q Participates, leads, executes and/or coordinates special projects as determined and assigned by the Account IT Team Leader
q Provides regular status reports to Team Leads and Project Managers at an agreed frequency.
IT Change and Deployment Manager
q Analyzes impact, risks and effort needed to implement a change request. This includes coordination and verification from different support groups
q Ensures approved changes to the system are carried out/closed out within the required timeframe
q Participates in the CIC change review meetings through involvement in risk/impact analysis and correct change classifications
q Raise the needed change ticket requests and participates in the different change meetings being held globally in connection to the specific platforms being used by the accounts as applicable (CCSI change meeting, OneNet change meeting, others)
q Coordinates with operations and other IT groups to ensure seamless project or change implementation. Activities include:
- Infrastructure and Application Testing
- Meetings with IT support teams and the operations
- Management of IT related tasks related to the change
q Acts as the IT Deployment PM of CIC for accounts in steady state
IT Quality and Security Manager
q Generates periodic SLA reports / scorecards
q Actively participates in CIC and client initiated projects
q Ensures that the technical knowledgebase and technical documentations are kept current in line with the Knowledge Management Process
q Provides training to other Account IT to enable cross-pooling and backup system
q Implements and drives improvement measures in the existing ITIL based processes and support model
q Assists in Business Continuity Planning and Disaster Recovery simulation activities
q Shields the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
• Has a background with ITIL, having a certification is a big plus
• Knowledge of Network infrastructure systems
• Deep understanding of desktop and application troubleshooting
• Knowledge in Cloud systems and concepts
• Must have good verbal and written communication skills
• Has background with business/delivery operations and reporting skills
Preferred technical and professional experience
• Graduate of BS Computer Science is a plus but not mandatory
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.
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YOUR LIFE @ IBM
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 where everyone can thrive whatever their personal or professional background.
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ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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