Cross Practice Recovery Managers - - The Weather Channel
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IBM has been present in India since 1992. IBM India's solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry.
Business Unit Introduction :
IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services.
Who you are
You will Service Catalogue Administration capability and drive requests to closure in timely fashion in accordance to the established SLA’s .
You will be responsible for driving standardization and adherence around Service Catalogue and also to propose the evolution to meet business expectation and support Customer Satisfaction. What you’ll do :
Lead Recovery of all incidents that require Practice Area involvement - Plan, coordinate and control the restoration of complex and high impact system problems
Ownership of building technical restoration plans liaising with PA SMEs and other technical experts
Validate technical restoration plan and build a fall back plan along with the technology technicians
Drive technical restoration actions across all service areas
Act as an escalation point for Technical and Functional Escalation where necessary
Invoke technical and functional escalation timely where ever necessary
Establish clear & accurate business impact and document it for reporting purposes
Once engaged, will act as the ‘single point of contact’ from India. All questions for India teams will be routed through this resource.
Understand and clearly communicate the business impact of major incidents to right stakeholders
Proactive planning for quicker restoration and guidance across all service area SME
Own & drive all IBM India Management and technical checkpoint meetings
Build and document Major Incident timeline, from engagement timeParticipate in RCA creation of all major incidents that were driven by Practice Area
Conduct ‘Post Incident Review / Post Mortem’ calls – to identify and document areas of improvement and key learning
Participate in all Client meetings, where Major Incidents handled by Practice Area are discussed
Assist Practice area leaders in driving best practice deployment and lessons learnt from past major incidents handled.
How we’ll help you grow:
You’ll have access to all the technical and management training courses you need to become the expert you want to be
You’ll learn directly from expert developers in the field; our team leads love to mentor
You have the opportunity to work in many different areas to figure out what really excites you