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Problem, Incident & Change manager [exp not mentioned] for IBM

Posted by Pavan DBA on February 23, 2012

IBM is lookintg candidate for following skill..

Change , Incident and release manager..

Interview is on this saturday…

Job Location : Bangalore

Interview Location : Hyderabad , Chennai

Incident Management JD:
* Good understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc)
* Liaise with the Customer as focal point for all high priority & major incidents reported
* Represent the team and IBM India while leading a Sev1 and Major incident
* Provide technical direction and coordination to the resolver groups involved
* Provide support and participate in the Change Control Board and change control process
* Provide appropriate inputs to the problem management process, RCA preparation
* Develop an understanding of the clients organizational structure and infrastructure environment.
* Drive group chats and bridge calls effectively to resolve incidents
* Possess excellent written and verbal communication skills
* Prior experience of sending out executive alerts/communication mailers
* Handle conflict situations and make quick decision while driving incidents
* Manage and drive third parties to the quick resolution of incidents
* Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
* ITIL certification is mandatory

Problem Management JD:
* Good understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix / Windows OS/Exchange and Remote Server Management domains
* Drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive, IT platform managers. participating in Problem Management meetings and reviews,
* Identifying Problem Investigation, assignment issues,Acting as an initial escalation point for day-to-day Problem Management issues
* Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels.
* Providing and validating Problem resolution adhoc status reports as requested
* Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met
* Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off.Closing any associated Problem Investigations and ensuring adequate documentation of the resolution
* Implement a mechanism to record Known Error”s within the account and the associated workarounds
* Facilitate between Resolver groups, customers, and 3rd parties as required,
* Engage with support groups to arrange for and schedule resources / actions, co-ordinate the investigation and solutioning of Known Errors, so that proposals can be made with the options available.
* Agreeing closure of Problem Investigations.
* Developing problem management procedures, when required.Identifying incidents with high impact to the business, high cost etc and initiating and undertaking service improvement programs,Enabling the business to fully accrue the benefits of having an IT service through reducing service problems/loss of service (which presumably cost the business money),Better understanding of the nature of service problems,
* Create awareness campaign amongst IT staff about problem Management.Monitoring regular Problem measurements e.g. KPIs,Ensure that key Knowledge is passed from the Problem Mgt process out into other processes (Ensuring that lessons learnt are recorded in the various knowledge bases held within the account teams, and shared wherever beneficial),
* Co-ordinate the focus of detailed trending aligned with target areas identified. Conduct high level overview trending (especially around Critical Incidents),Provide feedback to Incident Categorization based upon findings in Problem management to improve the quality of MI available
* ITIL certification is mandatory

Change Management JD:
* Good understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix / Windows OS/Exchange and Remote Server Management domains
* Good understanding of Incident Management, Problem Management and Change Management processes
* Very good written and spoken English language skills required. Should be able to communicate clearly to Global teams on con-calls and via emails.
* Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
* Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants ,Has the ability to review all planned changes
* Obtains authorization for submitted change requests from the Change Authority. Ensures post review of exception changes to evaluate if the change addressed a real or a perceived exception condition ,Utilizes the Change Management reporting system to monitor and track changes ,Negotiates end-user down time for change implementation ,Creates consolidated change schedule and resolves any scheduling conflicts
* Identifies change requests that have not been acted upon in a timely manner and takes appropriate action
* Ensures that changes are communicated in a timely and adequate manner ,Create and distribute Change Management reports ,Reviews all implemented changes to ensure that they have been carried out
* Closes change requests ,Carries out the Process Manager responsibilities for the Change Management process
* Collect Change Assessment Results and Issues,Reject Change ,Ready and Present Change Authorization Package
* Determine Process Relationships to Other Processes ,Request Release Completion Approval, Define Process Policies, Standards, and Conceptual Models, Monitor Change ,Authorize Change, Assign Change for Implementation
* ITIL certification is mandatory

Plz revert following details..if interested

Working on which roles permanent or contractual ??

How many end to end implementation you have done ??

Current .CTC-

Expected .CTC-

Relevent .EXP-

Overall work.EXP-

Date .Of .Birth

Notice Period-


Current Company-

Preferred location

Educational Qualification (Name of institute and percentage)

Thanks & Warm Regards,
Resourcing Management Group(RMG)
Pyramid Consulting INC.(
Contact no.- 0120-4001200,Extension-139
Personal mail id:

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