IaaS Escalation Coordinator
Company: IBM Computing
Location: Boston
Posted on: February 26, 2021
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Job Description:
IBM IaaS Escalation Coordinator in Boston , Massachusetts
Introduction At IBM, our Project Managers excel by leading and
coordinating a project team's overall performance, scope, cost, and
deliverables. Our clients rely on timely and efficient status
reports, and as Project Manager, you will drive the charge with
project direction, metric definition, and performance management.
If you are ready to help our clients and project teams succeed, we
would love to meet you! Your Role and Responsibilities Introduction
In order to design and deliver a large scale, highly distributed
cloud infrastructure, we are looking for an individual to work on
the design and implementation of back-end control-plane
infrastructure to support IBM Cloud. This position provides the
opportunity to be a key part of the team delivering the networks,
infrastructure, and services for a world-class Cloud. Role and
Responsibilities We are looking for an individual who is detailed,
analytical thinker as well as creative problem solvers, with a
strong bias for action. You are someone who is not constrained by
the notion of "how things are usually done", and you are equally
comfortable operating in the minute detail, as well as with
coordinating efforts at the forty-thousand-foot view. You are
comfortable working on highly technical initiatives to consistently
improve the overall customer experience. Every day will bring new
and exciting challenges that include elements of: Real-time
monitoring of telemetry and incoming alarms Detect and respond to
internal services experiencing customer impacting events Provide
critical incident response/management focused on customer
communications for IBM Cloud Service/Dev Teams Drive down mean time
to engagement and communication for all incident types Monitor and
manage communications during high impact events via relevant
channels Facilitate Post-Mortem/Root Cause Analysis after each
event to mitigate problem recurrence Prioritize, manage and own
issues impacting IBM Cloud customers from detection to resolution
Provide crisp and timely communication on developing issues to
relevant stakeholders Work with key stakeholders across IBM Cloud
to improve the customer experience and develop mechanisms that
support operational excellence Analyze data trends on internal
tickets, customer contacts, social media, and network monitors to
identify potential issues Build a broad understanding of IBM Cloud
architecture and service inter-dependencies Maintain composure in
dynamic and high-pressure situations Other duties as required by
the organization Required Technical and Professional Expertise 5+
years of experience with incident management for mission critical
services 5+ years of experience in Systems (Windows/Linux)
operations and/or Networking with an emphasis on monitoring and
alarming 5+ years of experience building or supporting customer
solutions in the cloud 5+ years of experience leading and managing
critical incident internal communication Strong skills in business
and systems analysis, test planning and testing, and
troubleshooting and experience with numerous environments and
architectures Strong analytical and planning skills; experience
with software development project Excellent communication,
influencing and negotiating skills are critical Extensive
experience gathering/analyzing/validating data,
developing/maintaining dashboards and building analytical models
from scratch Preferred Technical and Professional Expertise
Experience in process improvement and automation development using
both in-house/proprietary and third-party software. Experience
managing software/application development and related IT
infrastructure. About Business Unit Digitization is accelerating
the ongoing evolution of business, and clouds - public, private,
and hybrid - enable companies to extend their existing
infrastructure and integrate across systems. IBM Cloud provides the
security, control, and visibility that our clients have come to
expect. We are working to provide the right tools and environment
to combine all of our client's data, no matter where it resides, to
respond to changing market dynamics. 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. 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. IBM intends
this job to be performed entirely outside of Colorado. 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.
Keywords: IBM Computing, Boston , IaaS Escalation Coordinator, Other , Boston, Massachusetts
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