Introduction
ntroduction :
In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.​ Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

#LI-hybrid

Your Role and Responsibilities
In this role you will become the main application (subject matter) expert within ITSM Operations Application Management

• You will have an overview of all activities to be done on the application and/or platform under his/her responsibility.
• You will Build-up the knowledge and expertise for the managed configuration item under his/her responsibility, in order to provide the best possible support.

Responsabilities:

• Act as a single point of contact for the customer on a portfolio of IT applications, enablers and platforms in hers/his responsibility
  • Build and maintain direct communication with the customer’s representatives.
  • Communicate with the customer during standard daily operations, as well as crisis situations, on all required levels:
    • mainly service management and ITIL processes (transition, change, incident, problem, security, risk management) & business analysis,
    • occasionally also at a basic overview of technical level.
  • Report to the customer and to the management of the project the status on a regular basis as well as ad-hoc, whenever an exceptional situation occurs.
  • Gather and structure any new requirements, functional and non-functional, and expectations from the customer to trigger appropriate existing continuous services processes, or new projects.
  • Continuously identify opportunities for improvement while executing the customer relationship management process.

• Act as an internal (and, when possible, external) facilitator between teams.
  • Learn, improve and apply the processes and ways of working between internal teams.
  • Gather appropriate resources to work together for required continuous services tasks.
  • Gather, consolidate and act upon feedback from business, process & technical teams, both internal and external to the Application Management operational team.
  • Handle critical situations, establish priorities and steer the appropriate teams toward the appropriate results for the customer.
  • Coordinate and integrate the ad-hoc built teams, to perform activities for the applications in hers/his responsibility, according to the operational procedures in place.
  • Manage planning, execution, control and closing phases for a new application release cycle.
  • Support stakeholders towards the common goal of delivering the highest quality service towards the customer.

• Act as a liaison whenever needed to support technical teams and the customer relationship, by making sure the existing processes and agreements with the customer are correctly applied. Support ITIL based existing procedures and processes:
  • Supports the continuous service delivery by acting as a deployment responsible for platform deployments by contributing to the planning and follow-up of subsequent activities
  • Support Incident management process
  • Support Change management process through
    • creation, planning (and approval obtaining, when needed) of Change tickets
    • Impact assessment based on Configuration Items relationships
    • Communication triggering
  • Support the Problem management process.
  • Support the vulnerability, security and risk management processes
  • Appropriately understanding existing documentation as well as when and to whom to ask its improvement.

• When needed, act as Project Manager for Major releases projects on the applications under his/her responsibility.
• Properly use the tools and processes that supports his/her activities (Ticketing tools, Wiki pages, partner interaction & communication tools

Required Technical and Professional Expertise

• Over 5 years of experience (ideally in IT services support or similar).
• Technical profile bachelor’s degree is preferred.
• English fluency level (as a must).
• Knowledge at a basic level, of one or more of the key technologies used in the project: Java, Oracle database / SQL, WebLogic (or similar Java-based application servers), with certificates management as a strong “nice to have”
• Capacity of understanding and assimilating concepts of Linux/Solaris/Unix, Windows OS, networking technologies.
• Knowledge of planning and document editing tools (MS Project, MSOffice, Visio).
• Demonstrate the understanding of implementing solutions throughout the IT (or a similar domain) Service Delivery Lifecycle phases (analysis, development, installation, and operations) and experience in at least one of the phases).
• Organized delivery and proven experience from a service management / (virtual) team coordination / project management perspective.
• Business Analysis skills, including the capacity to understand and translate written specifications (functional and non-functional requirements, architectural requirements, installation/administration/user manuals) into suitable process support towards the appropriate outcomes.
• Strong communication skills during standard and critical situations.
• Team player, good communicator, analytical and critical thinking, problem solving orientation.
• In addition, capacity to adapt fast to different project situations and ability to handle multiple tasks at the same time.
• Available to travel for meetings occasionally.

Preferred Technical and Professional Expertise

• Certification of English level B1/B2.
• An ITIL background or certification.
• A project management certification.
• Technical certifications / trainings that show continuous the passion for professional development.