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IBM Service Coordinator-Incident Management in QUEZON CITY, Philippines


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

The role will be accountable for driving the IM process for incidents from declaration to service availability. The individual is expected to drive technical and functional bridges for complex and highly visible technology and functional incidents with a goal of rapidly returning systems and functions to service availability. To help improve overall performance around handling, tracking and reporting of major incidents to ensure they are properly categorized with respect to actual and potential impacts.

Roles and Responsibilities:

  • Drive Incident Resolution using the Incident Management process

  • Establish conference calls, use collaboration tools, and document timelines

  • Deliver accurate, concise, and timely communications to senior leadership and support teams

  • Drive Major Incident bridges and teams for rapid service availability (24x7)

  • Collaborate with technical squads to ensure proper and timely resolution of incidents

  • Effectively engage with support teams to settle appropriate priority, impact, and description of incident

  • Engage with Problem Management and Change Management as required

  • Conduct reviews and and deliver Major Incident Reports

Required Technical and Professional Expertise

  • 2 years experience with Incident Management

  • 5 years experience with ITIL and Service Management

Preferred Technical and Professional Expertise

  • ITIL V3 Foundations

  • ITIL4 Foundations

  • Intermediate Certification

  • Experience in delivering Infrastructure Services

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

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

For additional information about location requirements, please discuss with the recruiter following submission of your application.

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.