Lifecycle Service Integration Manager (Incident/Problem/Change Manager)

Location: Bratislava
Working hours: EMEA
9am – 6pm, some out of hours working as necessary. Call out Rota coverage for out of hours, after 12 months Incident and Problem focals will be required to work as part of a shift Rota

***This is an opportunity to become a part of NEW TEAM of senior Network Inegration Managers to support the IBM customer***


The Service Integration role is a hybrid managing 3 ITIL process functions ( Incident, Problem and Change Management). Each of the vacancies will have a primary focus in one of the process areas and provide support for the other areas as needed. Reporting within the Global Managed Services & Outsourcing organization, this is a critical customer facing role supporting a key IBM Channel account.

Responsibility in the following areas:

Change Manager:
• Manage RFCs from receipt through to closure.
• Works closely with Customer, suppliers, project and SMD teams to ensure all changes have recorded customer approval before being implemented by AT&T.
• Coordinate Change Advisory Board/Emergency Change Advisory Board, attending client meetings
• Participate in CAB & eCAB meetings and communicate results to AT&T PM's, SDM's and Implementation teams
• Review the Change Request with customer (if necessary)
• Track and distribute notification of request for changes status updates
• Maintain and distribute the Forward Schedule of Change
• Maintain a Change Log, including but not limited to: Number of changes, change type, successful changes, failed changes.
• Measure and report against Performance Objectives in accordance with SLA's KPI’s and key data points.
• Attending or conducting Post Implementation Reviews for failed changes, providing RCA reports for AT&T failures.
• Provide change management report detail as requested by the account and customer teams.
• Monitor the effectiveness of the change process and recommending improvements where necessary.


Incident Manager:
• Main focus on Service restoration, managing the lifecycle of high severity incidents.
• 24/7 global incident coverage. Initially via call out rota then eventually shift rota.
• As required, providing timely update on customer business bridges for critical incidents till closure.
• Attending/lead high severity technical bridges and coordinate service restoration efforts with various service centres, vendors, suppliers and service providers.
• Timely management of escalation when there is no clear path to resolution, maintain proper visibility for critical issues and ensuring right resource are engagement to resolve the incident.
• Managing break fix activities during incidents to provide any workaround solution or resolving the incident.
• Presenting incident summary to customers as required once critical incident is resolved.
• Provide support for data analysis and cleansing of Incident SLA failures.
• Review PIR reports for Incidents you have managed, validating details, correcting inaccuracies and errors where necessary, working with service centres, vendors, partners and suppliers


Problem Manager:
• Responsible for managing the lifecycle of all problems.
• Partners with AT&T's Helpdesk, technical teams, and management to expedite pervasive network problems to meet/exceed customer requirement.
• Focuses on higher systems availability, reduction in Incident occurrences and improved customer satisfaction.
• Perform post incident reviews with all the relevant support teams/vendors for critical incidents as needed to get to the root cause
• Creating Root Cause Analysis report for high severity/priority outages as per customer requirement.
• Participate and review RCA’s on the customer problem management calls as required.
• Perform reactive problem management activity based on customer initiated requests
• Perform proactive trend analysis to identify any recurring chronic issues, initiate and follow through any Service Improvement Plan as needed.
• Ensure all action items and recommendations defined in the RCA’s are followed through.
• Maintain a problem tracking log, providing weekly and monthly status reports to support service reviews and governance meetings.
• Measure and report against Performance Objectives in accordance with SLA's KPI’s and key data points.
• Provide support for data analysis and cleansing of Problem SLA and KPI failures

General
• Participates in process improvement with other teams working closely in conjunction with the Operations Manager
• Ensure you are familiar with and understand the contract as it pertains to the Integration roles, the deliverables, the SLA’s and the cost of missing SLA’s
• Responsible for escalation communication.
• Participate in Disaster Recovery management
• Hours of support 8am – 5pm, some out of hours working as necessary. Call out Rota coverage for out of hours, after 12 months Incident and Problem focals will be required to work as part of a shift Rota.


Transition:
• Participate in operational interface designs and process/procedure creation.
• Participate in ORT and acceptance of all implemented processes/procedures
• Ensure action plans are in place for any transition exceptions

Transformation:
• Be an active participant in Transformation planning
• Understand the timing and ramifications of the transformation
• Work with COE’s to ensure quality delivery so as not to impact normal operations during the transformation