Incident Manager

3 months ago

Calgary, Canada IBM Full time

**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.

**Your Role and Responsibilities**
IBM Consulting helps our clients fundamentally redesign experiences to create new sources of value, digitally reinvent their operations for greater efficiency and transform their entire enterprises through cognitive. We invite you to consider joining IBM's global reach, outcome-focused methodologies, domain skills and deep industry expertise that are helping transform the way we live and work.

IBM's state-of-the-art Client Innovation Centre (CIC) is the first of its kind in Canada. The Western Canada CIC weaves together IBM’s business insights and industry-leading software portfolio and is ideally suited for any client that needs flexible access to emerging or niche skills that may not be cost effective to grow internally.

The scope of incident management includes the following:

- Logging and categorizing incidents requiring investigation and diagnosis
- Assigning a priority to the incident based on impact and urgency to client systems
- Providing additional focus and coordination of incidents with higher impact on client systems
- Resolution of the incident
- Monitoring and tracking incidents (taking appropriate action where required)
- Communicating incident information
- Updating tickets with incident information through to closure
- Client and IBM initiated change requests & incident management deliverable.
- Change lifecycle that includes the assessment, scheduling, approval, implementation and verification phases
- Monitoring the progress and results of the change implementation; change lead role is not directly responsible for the implementation of a change
- Organize and coordinate weekly change meetings to review upcoming changes, ensure the required approvals are granted, and will follow-up with change coordinators with feedback when changes are not approved.
- Logging and categorizing incidents requiring investigation and diagnosis
- Assigning a priority to the incident based on impact and urgency to client systems
- Providing additional focus and coordination of incidents with higher impact on client systems
- Resolution of the incident
- Monitoring and tracking incidents (taking appropriate action where required)
- Communicating incident information
- Updating tickets with incident information through to closure

Essential Duties and Responsibilities:

- Manage and coordinate the necessary planning, communication and scheduling for IBM initiated changes
- Document and develop change management related processes and procedures
- Coordinate weekly change review meeting for change approvals
- Follow up on rejected and failed changes
- Manage and monitor change schedules
- Identify conflicts in the schedule and negotiate adjustments with the relevant parties
- Record and document updates as required on the Change records
- Develop and manage reports to support change management process
- Manage and track all incidents in the incident management system
- Document and develop incident management related processes and procedures
- Record and document updates as required on the incident records
- Create Incident reports with root cause analysis for client related incidents
- Develop and manage reports to support incident management process

**Required Technical and Professional Expertise**
- Working knowledge of IT Incident management processes is required to be successful.

**Preferred Technical and Professional Expertise**
- Working knowledge & experience working with IT Change Control processes is required to be successful.

**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.

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 w

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