IBM China Global Delivery

Responsibilities:Overall responsibility for the resolution of all problems within SO Service DeliveryManage all problems in accordance with the Problem Management processMinimise the impact of problems on the availability of services.Ensure the quality and accuracy of problem information.Manage the root cause analysis process for problems that affect availabilityOverall responsibility for the implementation of all SO Service Delivery changes according to the Change Management process.Responsibility for the creation, coordination, consolidation and monitoring of change schedulesResponsibility for ensuring that all changes are appropriately documented, complete, correct, installed, and verified.Produce weekly Change Management StatisticsDrive proactive quality improvementMonitor team Notes task id in accordance with task ID usage guidelinesWork as part of a team and escalate issues when necessaryInteract with both technical and non
-technical people at all levels within the organizationUse acquired knowledge to assist other members of the Problem/Change TeamPlay an active part in the induction of new members to the teamEnsure that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc)Undertake internal and external training as requiredRequirements:Excellent verbal and written communication skillsFluency in English is mandatory, both written and verbalGood presentation skills.Strong Leadership skillsTechnology awareness, e.g. AIX, SAP, MVS, DB2, Mainframe, SP/ RS6000Ability to remain calm and respond effectively in a crisis situationNegotiating SkillsAnalytical skillsStrong team playerData entry experienceAbility to work under time and workload pressures and to set deadlinesUnderstanding of IBM in general and Service Delivery organization in particular (for example, SSO)Service management skills (for example, ITIL ITSME qualification) would be beneficialWorking knowledge of Lotus SmartSuite and / or MS Office applications would be beneficialService management skills (for example, ITIL ITSME qualification)

Are you interested in developing your career within the IT development and delivery industry? Are you looking for the opportunity of working in a multinational company culture? If so, you should consider IBM China Global Delivery Center, a wholly owned subsidiary company of IBM.Founded in 2002, we now have more than 1000 elite staff members and our business reaches more than 20 countries worldwide. IBM China Global Delivery Center has also received the certification of CMMI 5 in Dec. 2004. This ensures we provide a high standard of IT solutions and services for a variety of multinational customers. We would like to offer you outstanding training, development and long term career opportunities within IBM Global Delivery Center and warmly welcome you to join.