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IBM Cloud Enterprise Operations Center Tactical Response Manager in Charlotte, North Carolina

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

As an Enterprise Operations Center Tactical Response Manager on our team, you will support projects and customers within the IBM Cloud Shared Services program and will supervise all echelons of support engineers in the execution of their duties and provide operational oversight during crisis periods. During steady-state operations, you will work closely with Technical Delivery managers to ensure appropriate resource coverage across all Service Operation’s locations.

In addition, you and your team will triage tickets across support level to ensure that Cloud policies, processes, procedures, RTS instructions, and shift special orders are followed, and to ensure that client satisfaction remains high, along with auditing Key Performance Indicators (KPIs) and metrics data for your shift.

You will also own crisis management operations and will be responsible for initiating the Crisis Notification Response (CNR) process, and for open troubleshooting and customer bridges, engaging necessary resources, making notifications to customers and upper management, publishing internal advisories across Service delivery Operations, coordinating resources across locations and shifts, providing direction and support to team members, and closing critical events once resolved.

Your primary function in this role is leading incident support operations for IT infrastructure such as:

• Cloud and Physical Servers running various OS types (i.e. Windows, Linux)

• VMWare environment and associated tools

• SAN, NAS and associated storage hardware

• Backup hardware and software

• Network Switches (Cisco, Arista, NSX)

• Load Balancers (A10)

• Firewalls (CheckPoint)

• SolarWinds

Additional responsibilities will include monitoring and maintaining all aspects of the solution, to include on-going documentation, maintenance ticketing system and continuing optimization of the procedures to provide robust operations oversight while communicating status updates. This is a 24x7x365 position requiring rotating shift support along with an active DoD Secret Clearance or the ability to obtain one.

This position can be based in Dallas, TX, Boulder, CO or Raleigh, NC.

Required Technical and Professional Expertise

  • Ability to obtain and maintain a DoD Secret clearance.

  • 2+ years of experience in monitoring and troubleshooting Information Technology systems in a Data Center.

  • 1+ year of experience in operating and maintaining Network, NSX-VMWare or OS.

  • Ability to work under pressure to resolve outages and restore service.

  • Ability to communicate (both orally and written) effectively to various audiences.

  • Ability to create and follow documented Standard Operating Procedures.

  • Ability to follow documented Incident Management Process.

  • Ability to work within a ticketing system; updating and creating tickets.

  • Excellent teamwork skills.

Preferred Technical and Professional Expertise

  • Active DoD Secret clearance.

  • 1+ year of ITIL Experience – Incident, Problem and Configuration Management.

  • 1+ year of experience administering networks and/or firewalls.

  • 1+ year of experience troubleshooting storage or backup issues in a large environment.

  • 1+ year of experience troubleshooting SAN or NAS issues in a large environment.

  • 1+ year of experience troubleshooting VMWare issues in a large environment.

  • 1+ year of experience working in an enterprise cloud operations environment.

  • Ability to create formal documentation for systems administration, operations, and maintenance.

About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

US Citizenship required.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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