ADVISORY I/T SPECIALIST - SERVICES

Job ID SO_DEL-0618951 Job type Full-time Regular Work country Canada Position type Professional Work city - Any Posted 12-Nov-2013 Travel 10% travel annually Job area IT & Telecommunications (non consulting) Business group SO Delivery Job category IT Specialist Business unit ServSysOps Job role General Other IT Specialist Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

IBM Global Technology Services, the largest Information Technology services provider in the world, integrates IBM’s broad range of services, hardware, software and research to help meet the IT needs for a wide range of companies. The IBM Global Technology Services portfolio includes: Business Continuity and resiliency services, Integrated Technology services, Security and privacy services, Strategic Outsourcing Services, Managed Business Process Services and Applications on Demand. For more information on IBM Global Technology Services please visit www.ibm.com/services Chair Daily All Accounts Status Meeting - follow up on any concerns Represent / Attend Global Leadership initiatives etc, Service line or SME conference calls as requred. Participate and Represent as necessary any service line requirement such as Innovation focal etc Oversee requests / pageouts to the Canadian Data Center Support Teams to ensure accurate information, callback and monitor to ensure pages successfully delivered Monitor / Oversee Mainframe Claim to ensure staff claiming correctly and on time Accept Claim adhoc tasks , requests from management as required ie Claiming pools, account codes, funding etc Assist operations staff with understanding and completing any process requirements ie learning enrollments, PBC, CV , CarererSmart etc Create Asset Removal Forms for after hour equipment removal from site for fellow IBM staff or vendors etc Monitor Record and Track room staff for any lates, Absences for operations staff. Oversee Control of and ensure the phone switch procedures are implemented for ay VOIP service maintenance or outages Provide notification to ensure Mainframe / Midrange teams update QMX Documention as flagged by any reports or timeframes Oversee staff and monitor situations such as fire alarms or health and safety concerns Onboarding of new staff, ie access id’s etc Shift Coverage A. Modifies and maintains the Operations shift's work schedule assignments, verifying all workstations are properly staffed which includes first level approval on schedule changes B. Manages Operations staff illness, overtime, vacations and provides Metrics to Mgmt as required. C. Approve Overtime to cover shifts if required for vacation, illness etc, ensuring that OT is not incurred unless absolutely necessary. Development and Training A. Mentors key operations staff B. Ensures appropriate turnover between shifts C. Coordinates training of Operations staff for any new business engagements D. Schedules cross-training of staff for additional flexibility of coverage Recovery Management and Operations Leadership Ensure teams follow MIO process where applicable during Severity One Issues Focal point for engagement of the Multi Customer Recovery Process Focal point for activities impacting the Data Centre, ensuring proper escalation process for infrastructure situations. Ensure any power issues or concerns are correctly dealt with and comunicated Communication liaison between Operations and Service Mgmt (SDM/DPE) Assist Service Mgmt in communication, escalation and notification during critical events Verifies that OneView alerts are raised in correct time when required Ensure proper Operational Shift Turnover Highlight deficiencies in Operational documentation / processes etc to Operations Support and Mgmt. IBM Canada Recruiters are On-line | LinkedIn |

Required Non-Degree Program English: Fluent

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, disability, age, or veteran status.