•Understand the business availability metrics and advise how the client needs to change their support model with their vendors and infrastructure to meet those availability metrics
•Produce content focused at CIO level
•Present on a monthly basis at CIO level the availability management report pack
•Track agreed actions (IBM or client) and drive these actions to completion
•Manage and maintain a risk, issues and decisions log
•Identify and implement tactical service improvement programs focused on availability management
•Identify and implement strategic service improvement programs focused on availability management
•Create a benchmark every 6 months showing the value that availability management has brought to the client
Proactive support
•Implement and maintain the recommended toolsets (i.e. Performance Manager, Electronic service agent, Server resource manager, Gallapagos (down stream and up stream connections and Technical support appliance )
•Gather data (inventory, configuration, software, drivers, firmware, performance, capacity)
•Understand the client’s environment including inventory (hardware and software), interconnectedness and configuration
•Horizontal (over time) and vertical (within a month) trending of all incidents over a 36 month period.
In depth analysis of all incidents
In depth analysis of all data gathered
Recommendations to reduce downtime or improve uptime
Management of the implementation of the recommendations
Checking to ensure that the implemented recommendations have achieved the required result.
Presenting the recommendations and implemented recommendations to the client.
Preventative maintenance
•Performing a component failure impact analysis on the complete inventory and providing the client with recommendations to reduce downtime or improve uptime
•Project managing total microcode assessment and update service projects to reduce downtime and enable hot swappable capabilities.
•Drill down into root cause analysis and understand why component x keeps failing and identify strategies to prevent it from happening again
•Loading the inventory and configuration into the Worldwide product engineering database, identifying potential product defects and arranging for defect parts to be replaced proactively.
•Working with the client’s product engineering team to architect high availability solutions and business continuity solutions
•Working with the client’s procurement team to ensure that the high availability solutions and business continuity solutions are procured
•Be involved in change management activities
•Identify areas where IBM can assist with preventative maintenance activities and make recommendations to reduce downtime or improve uptime
•Management of the implementation of the recommendations
•Checking to ensure that the implemented recommendations have achieved the required result.
•Presenting the recommendations and implemented recommendations to the client.
Predictive analysis
•Using predictive analysis tools (i.e., Performance manager) to identify future trends and issues
•Identify where else problems could exist arrange to fix those potential-problems
•Make recommendations to reduce downtime or improve uptime
•Management of the implementation of the recommendations
•Checking to ensure that the implemented recommendations have achieved the required result.
•Presenting the recommendations and implemented recommendations to the client.
Required
- Bachelor’s Degree
- At least 5 years experience in Enterprise Management
- English: Fluent
Preferred
- At least 10 years experience in Enterprise Management
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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