天津招聘

Job description
Selected person will become a integral member of a team responsible for the overall care of a specific set of Sales Transaction Services (formerly Sales Transaction Hub) application assets for internal IBM. Must insure effective delivery of service to the stakeholders, improving End to End processes, minimizing costs, eliminating redundant and/or conflicting activities, and acting as an escalation point if Service Management (SM) processes are not followed. This role is responsible for ensuring collaboration and cohesion between application and delivery support teams. Also helps to insure that applications comply with IBM standards and corporate directives and are secure and audit-ready.

This job requires interaction with a worldwide support team, so there are times when work is required outside of normal business hours for the country the resource is located in. Working from home is acceptable in such cases. Also, the team responsible for Sales Transaction Services applications works using a rotating coverage calendar where all team members take periodic weekends for on-call coverage of high severity production problems.


Service Management:

In collaboration with Help Desks, Service Delivery, AS support teams, and the AO and AFP:

Act as the single point of contact into Service Delivery and AS for escalation of issues that cannot be resolved using standard processes.
Act as an focal point into CIO for the customer and their delegate or representative.
Ensure procedural documentation reflects current practice.
Manage end-to-end processes across the application(s).
Document agreed processes and escalation paths, and maintain current contact details as required.
Oversee the execution of all SM E2E processes.


Problem Management:

Support the execution of the end-to-end Problem Management Process for the application(s) by collaborating with global help desks, Service Delivery and AS support teams to ensure that:

Help Desk Service Level Agreements are achieved.
Problem determination is performed quickly and effectively,
Guidance and documentation is provided on the Severity and Impact of problems.
Problems are managed within agreed target time frames, minimizing the duration of problems and impact to Business.
Appropriate teams are engaged and timely corrective action is performed to minimize problem life cycles.
Investigation of root causes is conducted, along with recommendations for preventive action to minimize the recurrence of problems.
Service Delivery and AS teams optimize time and effort spent resolving problems, and focus on reducing the overall number of problems.
Processes are monitored and reviewed for potential continuous improvement.
Procedural documentation reflects current practice.

Change Management:

Support the execution of the end-to-end Change Management Process for the application(s) to ensure:

The logical and orderly execution of the Change Management process for the application(s), including the packaging, delivery and implementation of changes affecting the users' experience.
Management of changes within agreed schedules, minimizing the disruption and impact to Business.
Maintain clearly defined escalation paths in case of failures, to ensure swift effective recovery and/or restoration of services.
Processes are monitored and reviewed for potential continuous improvement.
Procedural documentation reflects current practice.

Performance Management:
Support the execution of Solution Performance Management for the application(s) to:

Ensure optimum availability, accessibility and usability of the application(s).
Work with the AFP to engage SMEs to perform Capacity Management of the application’s production system.
Work with the AFP to advise of any new capacity requirements.
Communicate with stakeholders in a timely and effective manner.

Required
Bachelor's Degree
At least 5 years experience in relevant working experience
English: Fluent
Chinese simplified: Fluent
Additional information
Fluency in English is mandatory, both written and verbal.
Good understanding of Service Delivery concepts and tools (eg. problem and change management).
Good understanding of development processes, application support processes, and SDC support teams.
Strong communication skills, both written and verbal.
Ability to document succinct processes.
Ability to understand processes and to be process-driven.
Must show initiative in all activities & be self-motivated. Part of a geographically dispersed team.

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.

For nearly 100 years, IBM has created products to handle information. Today, as the world's largest information technology company, it invents, develops and manufactures the most advanced information technologies computer systems, software, storage systems and microelectronics. But that's just for starters. After decades as the undisputed leader in the computer hardware business, IBM has transformed itself into an information technology services business. It is passionately committed to adding value for our clients from helping to keep grocery shelves stocked to simultaneously providing medical imagery to physicians an ocean apart. Its solutions, services and consulting offerings are revolutionizing the way people, organizations and enterprises operate including itself.

在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。