IBM Technical Leader in Szekesfehervar, Hungary
The Technical Lead (TL) role is key to the Service Delivery organisation within the CLS Programme. It is both reactive and proactive. It is a customer facing position in a demanding support organization. The primary role is communication, having the ability to articulate complex problems to the customer in pressure situations, to think clearly and logically and to help resolve problems when they occur. Technical Leaders need to be self-motivated, forward thinking, innovative, intuitive, able to 'think outside of the box', and can take a team along with their ideas is key. The role covers several aspects both technical and managerial encompassing. To support projects more effectively, the Technical Leader team has introduced the concept of a Project Tech Lead and an Operational Tech Lead. These have been defined and incorporated within these R&R's.
Your Role and Responsibilities
Technical management of the live services.
Management and coordination of both technical and non-technical personnel/support teams to drive speedy problem recovery
Work closely with the Project Tech Lead to attend various project planning and implementation meetings.
Work with team to recognize scope creep and action to minimize and/or reduce impact.
Minimize risk by proactively identifying service improvements i.e. automation of tasks, document/procedural updates, and eliminate manual checks to help mitigate against long term problems.
Work with support teams to develop, test and implement workarounds to quickly restore service.
Own all infrastructure incidents until a workaround is identified and implemented.
Mentor and become an active participant in the training of CC individuals.
Problem and incident management
Serve as IBM's senior technical interface to the customer.
Technical 'Ownership' of Severity 1 & Severity 2 problems and incidents including coordinating the technical resolution of the problem with appropriate support team(s)
Attend Major Incident Reviews (MIR) to investigate effective remedial actions.
Attend Daily Problem Call with the Customer.
Confirm the technical viability of maintenance period plans
Work closely with Change & Change Management to improve the Problem Process and audit readiness.
Change review management
Review/Approve all Changes considering risk and mitigation.
Assume ownership of all Changes into the Command Centre with regards to ensuring suitability for acceptance into the live service.
Effectively and efficiently manage the Change weekend, driving status and customer calls.
Work closely with Change Management to improve the Change Process and audit readiness.
Maintain, support, and enforce the Active/Active model
Encourage Support Teams to interface with the active Command Centre
Required to work a 24x7 rotating shift pattern comprising of earlies, projects, nights, and weekends.
At the beginning and end of shift ensure an adequate handover is provided to the oncoming shift
Maintain the Technical Lead Handover Database.
Manage time on shift to ensure all Technical Lead tasks and responsibilities have been appropriately progressed.
Provide 'cover' when required i.e. to cover sickness, holiday, or training
Manage the TL Rota, modifying and adjusting when necessary.
Attend (and Chair on a rolling basis) the TL conference call/team meeting
Produce a TL conference call agenda, and document minutes
Support/Work with Project Focal TL for Project implementations
Provide advice, support, and guidance to other members of the Technical Lead team, and the wider CLS team.
Respond to queries from teams in and out of the Command Centre for day to day issues
Provide technical information and education to other Command Centre teams if requested
What we can offer:
Health/insurance related benefits (private health insurance, pension plan contribution, life insurance)
Flexible benefit elements (SZéP card, School Support, Local Travel Pass)
Commuting and relocation support
Special discounts with IBM card
Development and career opportunities
Required Technical and Professional Expertise
Strong communication skills,
Solid technical infrastructure knowledge (Linux, DB, Unix),
ITIL - Service Management practice (change, problem ,incident management
Preferred Technical and Professional Expertise
Project management capabilities and experience in business and service continuity and availability planning.
About Business UnitThis position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.
As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.
Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.
We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what's next.
Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.
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Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
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