As a "Senior Problem Manager" you will have a unique and superb career opportunity to gain exposure to all aspects of the IBM Cloud ecosystem and lead the problem investigation process for IBM Cloud's platforms and services. We are a learning organization, meaning every situation gives us information that we will use to continually evolve our people, process, and technology/tooling strategy.
Throughout the process lifecycle you will be providing formal executive level Post-Mortem and Client Impact Reports (CIR) updates to our senior leaders and client-facing partners. This requires extensive research ability, logical cause and effect analysis and the tenacity to ask probing questions to uncover the underlying causes, trends, and weaknesses in the environment.
Will you be making important and meaningful decisions in this role that will have a positive impact for IBM Cloud?
Yes! This is a constant in our group, you will demonstrate your extensive problem management experience on Public/Private/Hybrid Cloud and other enterprise technologies such as Network, Compute, Storage and Database and Middleware. These are just a few examples, and we know that individual experience will vary.
What do we need from our partners fitting this position?
You will have support from our diverse panel of team members responsible like you for leading core and management activities with the highest level of customer service and engagement. The specific activities that the Senior Problem Manager will engage on include:
• Lead Problem Reviews for Severity 1 and 2 Major Incidents
• Identify focal points and lead causal analysis investigations to identify the true root cause(s) of problems
• Generate scorecards/metrics and availability reporting for key clients
• Perform analytics on available data to identify problem patterns across Cloud services and identify proactive actions
• Ensure necessary reports (Root Cause Analysis, Post-Mortem Reports) are delivered within target service level objective
• Track problem tasks to completion and audit results
• Participate in and/or host Problem Management / Operational Excellence forums with our Product, Infrastructure and Security partners to track
• Identify and/or lead Service Improvement Programs (SIP) for chronic conditions
• Maintaining focus on time-bound deliverables and actions
• Recording and maintaining the Service Now record(s)
