Incident Manager CDO
IBM
Quezon City, Philippines
6d ago
  • Act as the customer’s and the delivery team’s first contact point for Service Management and delivery on a day to day basis
  • Analyse, track and monitor all escalated incidents, act as a resolution manager and ensure that issues are properly resolved
  • Provide analysis and critical next steps during high severity incidents when necessary
  • Lead the Change Advisory Board to discuss all upcoming changes and ensure all
  • changes related to the sites handled are managed properly

  • Raise requirements to the relevant delivery organization functions in order to improve efficiency.
  • Create and analyse weekly service level reports and raise service level exemption requests as necessary
  • Hold regular meetings with the technical delivery teams as necessary to raise customer-specific concerns and to ensure quality of service
  • Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client
  • Host the monthly service review meeting with the customer and create and collate the required materials for the presentation
  • Provide primary backup support for all project management activities for Defined Service Requests
  • Ensure timely submission of requests and financial approvals for requests for work from vendors
  • At least 3 years in Service Management Role

    Country : Philippines

    Job Family : Not Applicable

    Type : Full-Time

    Experience : Mid-Senior Level

    Category : Other

    Reference ID : 90107BR-PH-Quezon City

    Date Posted : 03 / 27 / 2017

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