Cloud Availability Manager

Introduction
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

Is it your desire to be part of a premier group of technology specialists that can make a difference in IBM Cloud? Individuals performing this role optimize the availability of IBMs Cloud infrastructure systems and services to meet the commitments IBM has made to its clients in a cost[1]effective manner. Availability Managers (AVMs) act as Incident Commanders leading and driving resolution of Critical Impacting Events (CIEs) and Problem Management experts for IBM Cloud’s platforms and services.
Key Responsibilities:

• Lead and steer Incident Management driving to Service resolution.

• Perform situational appraisal assess CIE severity/priority and appraise User impact extent
• from client-facing teams
• Mobilize and coordinate recovery efforts across 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.
• Maintain a heightened level of sensitivity for future / potential business impact and risk to customers
• Record and maintain incident record with recovery process noting areas of improvement.
• Provide clear client and internal leadership and stakeholders centric communications.

• 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.
• Identify and/or lead Service Improvement Programs (SIP) for chronic conditions
• Maintain focus on time-bound deliverables and actions

• Focuses on individual/team objectives and development of professional effectiveness.
• Lead strategic areas of importance to the service team.
• Recognized as incident and problem management thought leaders and subject matter experts

Required Technical and Professional Expertise

• Enterprise incident command and control.
• Understanding of industry methodologies (5 Whys Root Cause Methodology Failure Modes and Effects Analysis Kepner-Tregoe etc.)
• Fundamental and/or working knowledge of Cloud technologies
• Knowledge and experience working with any number of enterprise technologies including but not limited to Compute (Server/OS) Database Network Storage Middleware Perimeter Security (Firewall VPN Host / Application Security)
• Working knowledge and experience with Service Now
• ITIL V4 proficient.

Preferred Technical and Professional Expertise

• ITIL V4 certification.
• Kepner-Tregoe certification
• Working knowledge of Financial Services

Soft skills / abilities required for you to be successful in this role include:

• Critical Thinking Problem Solving Active Listening and Deductive Reasoning
• Leadership – Capacity Capability and Competency (“Leaders inspire others to take action”) Command and Control presence
• Ability to “command the room” in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindset
• Ability to work on-call rotations during the business time-frames and occasional weekends Holiday’s and after hours.
• Communicates fluently in English verbally and written