Cloud Availability Manager

Individuals performing this role work to optimize the availability of IBMs Cloud infrastructure, systems, and services to meet the commitments IBM has made to its clients. Availability Managers (AVMs) act as Incident Commanders leading and driving resolution of Critical Impacting Events (CIEs) for IBM Cloud's platforms and services. They perform situational appraisal (What, When, Where, Extent and Is/Is Not), assess CIE severity/priority and appraise User impact extent from client-facing teams. AVMs mobilize all necessary support functions, personnel and leadership to expedite end-to-end troubleshooting, fault domain isolation and urgent resolution. Maintain a multi-tiered Plan of action tracking time-bound deliverables and actions. Provide clear client and leadership centric communications. Record and maintain incident record with recovery process noting areas of improvement. Train, coach, and review proper Problem Management with the problem owners. Identify areas of improvement for problem owners to include to target problem resolution and identify additional areas to the overall time to resolution. Utilize tooling and technical knowledge to assure services and components are designed and delivered to meet their availability targets. Provide a holistic view of the clouds environment and make recommendations to improve overall service. The AVM focuses on individual/team objectives and development of professional effectiveness.