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IBM IaaS Escalation Coordinator in Chicago, Illinois


At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!

Your Role and Responsibilities


In order to design and deliver a large scale, highly distributed cloud infrastructure, we are looking for an individual to work on the design and implementation of back-end control-plane infrastructure to support IBM Cloud. This position provides the opportunity to be a key part of the team delivering the networks, infrastructure, and services for a world-class Cloud.

Role and Responsibilities

We are looking for an individual who is detailed, analytical thinker as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of “how things are usually done”, and you are equally comfortable operating in the minute detail, as well as with coordinating efforts at the forty-thousand-foot view. You are comfortable working on highly technical initiatives to consistently improve the overall customer experience.

Every day will bring new and exciting challenges that include elements of:

  • Real-time monitoring of telemetry and incoming alarms

  • Detect and respond to internal services experiencing customer impacting events

  • Provide critical incident response/management focused on customer communications for IBM Cloud Service/Dev Teams

  • Drive down mean time to engagement and communication for all incident types

  • Monitor and manage communications during high impact events via relevant channels

  • Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence

  • Prioritize, manage and own issues impacting IBM Cloud customers from detection to resolution

  • Provide crisp and timely communication on developing issues to relevant stakeholders

  • Work with key stakeholders across IBM Cloud to improve the customer experience and develop mechanisms that support operational excellence

  • Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues

  • Build a broad understanding of IBM Cloud architecture and service inter-dependencies

  • Maintain composure in dynamic and high-pressure situations

  • Other duties as required by the organization

Required Technical and Professional Expertise

  • 5+ years of experience with incident management for mission critical services

  • 5+ years of experience in Systems (Windows/Linux) operations and/or Networking with an emphasis on monitoring and alarming

  • 5+ years of experience building or supporting customer solutions in the cloud

  • 5+ years of experience leading and managing critical incident internal communication

  • Strong skills in business and systems analysis, test planning and testing, and troubleshooting and experience with numerous environments and architectures

  • Strong analytical and planning skills; experience with software development project

  • Excellent communication, influencing and negotiating skills are critical

  • Extensive experience gathering/analyzing/validating data, developing/maintaining dashboards and building analytical models from scratch

Preferred Technical and Professional Expertise

  • Experience in process improvement and automation development using both in-house/proprietary and third-party software.

  • Experience managing software/application development and related IT infrastructure.

About Business Unit

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

IBM intends this job to be performed entirely outside of Colorado.

Being You @ IBM

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.