[深圳]IBM ISSC 招聘

帮一ibm issc HR同事发帖，希望有意向的同学（特别是英语好且有意向从事IT行业的同学）发简历到fengwjun@cn.ibm.com.
 
职位空缺：10 (非实习职位)
 
SKILLS REQUIRED:
 
v  Language skill: Fluent English (Written and Oral)
v  IT Technical background is preferred
v  Good communication skills
v  Pay attention to details
v  Emergency adaptability;
v  Strong sense of responsibility, accountability & ownership
v  Fast learner & willing to learn
v  Good team work  
 
 
DUTIES AND RESPONSIBILITIES:(看起来好繁琐，入职后都有training的~o(∩_∩)o )
 
 
Raise tickets on reported issues from the technical/support teams without manage now access and passing to the respective support teams to fix the issue
Monitor the respective Manage Now queues every 15 mins to check for new incidents
Validate severity as per criteria listed in the Incident Management process document
Assign Incident Ticket to the relevant support groups based on the information from the ticket
Coordinate between different support groups on the account for resolution of the incident record. This involves Sametime conferences or telephone conferences.
Handling day-to-day problem issues and escalating the Incident Resolver Groups as required to bring the resolution of the problems back on schedule
Recording all actions / status updates in the incident record
Monitor the respective Task id for any updates on issues/Information on issues/Clarification or reporting of new incidents for technical teams without manage now access
Man the hunt group number assigned 24/7 for the technical teams, service management team & customer for updates/ new incidents
Create Excecutive alert & send for sev1 issues
Send Update Excecutive alert for sev1 issues every 2 hours for the issues which are not resolved from the time it reported
Send Closure/Service Restored Excecutive alert for sev1 issues which is resolved
Service restore the incident ticket, once the issue is resolved and is awaiting only the Root Cause Analysis and Preventative action.
Chase relevant support groups to obtain root cause of the Severity 1 Incidents on behalf of the Service Manager/LOB
Coordinate between support teams to obtain the resolution for pending issues and sending escalation notes for Incidents that are pending Resolution
Update Service Manager/LOB of Critical Incidents and their Progress until Closure
Close Incident tickets which are resolved and updated with the required details of resolution. Root cause should be updated for Severity 1 incidents.  
Assist in creation of RFC (Request for Change) where applicable & forward to Change team, if Change is needed for resolution or if RCA recommends a change to be implemented to prevent the Incident from Reoccurance.  
Create Changes where applicable (Request received from Non SDC/Project Managers/involves multiple SSO actioning team) on receiving Change Request Form from Support Teams through Taskid  after leadtime validation for the type of change (Critical, Major, Minor, BAU) with a exception of emergency change to resolve incident tickets
Ensure that all the fields in the change ticket are filled in. Change details, Installation Instructions, Backout plan, Test plan & Impact and Outage information
Assigning an RFC to the correct Change Assignee based on skills and availability
Check for Change Scheduling conflicts with other existing changes in the ManageNow Change Queue & Resource Availability with Technical Teams before scheduling the Change
Check whether all required team are added as approvers and add/remove accordingly
Performing a business assessment of the RFC, using the Risk assessment tool
Monitor Manage Now Change Queue for Changes pending approval from various support team and chase support teams to approve changes
Coordinate with Service Manager  /LoB, Support teams on Critical and Major changes and obtain their approvals before the change is scheduled.
Close change tickets once the resolver team updates the change completion section post the implementation of the change
Attend daily and weekly calls as scheduled.
 
Working hour: five days per week from Monday to Friday
15:00-24:00(summer)
14:00-23:00(Winter)
注： 一般IBM 晚班11点后回家，打的是报销的。:-D
谢谢~~~