Service Availability Manager / Major Incident Management


This role is the primary contact between the DPE and delivery support organization. They are an integral part of the account planning and delivery support strategy. They support the DPE and/or PE as the service delivery advocate. They proactively monitor the problem and change process and manages problem and change issues and alerts as needed. They work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business. They help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They lead and direct the delivery team with direction from the DPE/PE and may be assigned to one or more accounts depending on their size and complexity. They monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner. Responsibilities include: - Provide DPE/PE single point of contact and be the advocate between Service Delivery and the DPE/PE/Customer - Manage cost including annual DOU/interlock plan negotiations between service delivery and the DPE/PE - Ensure positive customer satisfaction and customer relationship is maintained - Manage delivering to contract performance standards and client measurements - Drive/Manage service quality and improvement of service delivery processes - Participate in the (O)/U cost/recovery management with the DPE/PE - Continually identify ways to reduce cost delivering the services and improve service - Deliver on service commitments - As directed by the DPE/PE, drive/manage subcontractors/third party providers - Participate in Technical proposal preparation and submit to DPE/PE for review and approval - Participate in account plan/strategy - Understand customer requirements and business opportunity/requirements identification, guidance, support and closure - Provide technical support and participate in the Change Control Board and/or change control process - Provide account leadership/direction and technical support - Participate in response to RFS's on behalf of the delivery organization - Drive/participate and coordinate audit readiness and GSD331 compliance for delivery - Drive/participate and coordinate crisis management The employee focuses on individual/team objectives and development of professional effectiveness.


Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.

Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.

Problem Solving:
Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.


Works on professional projects;work is often reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.

Impact on Business/Scope:

Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer
satisfaction, or impact immediate costs or expenses.

  • MS Windows operational system knowledge
  • MS office applications knowledge
  • Infrastructure Technologies knowledge
  • Reporting skills
  • Data Analysis
  • Ability to work under pressure
  • Advanced communication and negotiation skills
  • Self Starter
  • Ability to work in a team
  • Leadership and ownership
  • Ability to multitask
  • Innovative
  • Fast learning
  • ITIL knowledge
  • 3-4 years of experience
  • Proficiency in English

Group ID: GTS
Brands: IBM
Country: Costa Rica
Job Family: Not Applicable

Tipo: Tiempo completo

Experiencia: Principiante

Categoría: Other

ID de Referencia: 83700BR

Fecha publicada: 09/02/2017