Introduction At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!
Your Role and Responsibilities
Administer incident management, while performing the escalations required to meet the high standards of an operations control center in terms of service levels and user service satisfaction
Coordinate problems by actively monitoring their progress in collaboration with the Company’s team
Produce monthly dashboards including management indicators
Produce detailed monthly reports on incidents and problems, including by priority and work team
Produce a specific remediation plan for non-compliance with operational level agreements by work teams
Participate in or set up Problem Management Committee meetings
Produce follow-up reports for Problem Management Committees
Produce incident recurrence analysis reports
Write training material documentation
Monitor the flow of incoming incidents and the ability of support staff (levels 1 and 2) to resolve them in line with service level agreements
Proactively analyze the recurrence of the most frequent incidents in order to investigate and resolve the problem through root cause research or by documenting the procedure to be applied for a known error
Examine and prioritize problems
Measure and increase the effectiveness of the incident and problem management process, particularly in anticipating incidents
Formulate recommendations for improvement (processes, tools, operational follow-up) and monitor implementation
Identify the tools or solutions required to implement the incident and problem management system, and the processes supporting them
Required Technical and Professional Expertise
8 years IT experience
4 years’ experience in various areas of the SAP world
Over the past five years, have completed a minimum of 880 person-days in a maximum of five mandates as a Consultant in Incident and problem management
Preferred Technical and Professional Expertise Relevant certifications in Project Management/ Incident Management
