Security Consultant - Incident Manager
Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience
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
• The Incident Manager is responsible for driving the end-to-end management of major incidents, ensuring minimal impact to business operations, restoring services within agreed SLAs, and preventing recurrence through effective post-incident reviews. The role requires coordination across global technical teams, vendors, and business stakeholders in a high-pressure, 24x7 environment.
• Responsibilities
• Incident Ownership: Act as the single point of contact (SPOC) for all major and critical incidents (P1/P2).
• Restoration Management: Drive resolution by coordinating with technical support teams, vendors, and third parties to restore services within defined SLAs.
• Impact Assessment: Evaluate business impact and prioritize incident response accordingly.
• Communication: Provide timely and transparent communication to stakeholders during the incident lifecycle - including incident updates, business impact statements, and recovery progress.
• Escalation Management: Proactively escalate critical issues to senior management and ensure timely decision-making.
• Root Cause Analysis (RCA): Facilitate post-incident reviews, ensure RCA documentation, and track preventive and corrective actions to closure.
• Process Governance: Enforce ITIL-aligned incident and problem management processes, ensuring compliance and continuous improvement.
• Reporting: Generate daily, weekly, and monthly incident metrics, trend analyses, and SLA reports for management.
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• Continuous Improvement: Identify process gaps and work with service delivery teams to enhance operational resilience and reduce incident frequency.
• Collaboration: Work closely with Service Delivery Managers, Change Managers, and Problem Managers to ensure service stability.
• Shift Operations: Support 24x7 operations with on-call availability for major incidents.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
ITIL Foundation Certification (mandatory)
• Experience managing Major Incidents (P1/P2) in large-scale enterprise IT environments.
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or IBM Control Desk.
• Understanding of infrastructure components - servers, storage, networks, databases, cloud (AWS, Azure, IBM Cloud), and application layers.
• Ability to analyze logs, monitoring alerts, and performance metrics to support technical teams during triage.
• perience with automation and monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Nagios).
• Basic understanding of change and problem management processes to coordinate cross-functional dependencies.
• Proven experience in service delivery environments supporting BFSI, Telecom, or Manufacturing domains preferred.
• Familiarity with major outage management frameworks and command center operations.
• 5-10 years of overall IT experience with at least 3 years in an Incident Management or Service Management role in a global environment.
• Prior experience in managing incidents across hybrid infrastructure and cloud environments (IBM Cloud, Azure, AWS, GCP).
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.
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.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
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.
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