Job Opportunities in Costa Rica

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

As a “Senior Problem Manager” you will have a unique and superb career opportunity to gain exposure to all aspects of the IBM Cloud ecosystem and lead the problem investigation process for IBM Cloud’s platforms and services. We are a learning organization, meaning every situation gives us information that we will use to continually evolve our people, process, and technology/tooling strategy.
Throughout the process lifecycle you will be providing formal executive level Post-Mortem and Client Impact Reports (CIR) updates to our senior leaders and client-facing partners. This requires extensive research ability, logical cause and effect analysis and the tenacity to ask probing questions to uncover the underlying causes, trends, and weaknesses in the environment.
Will you be making important and meaningful decisions in this role that will have a positive impact for IBM Cloud?
Yes! This is a constant in our group, you will demonstrate your extensive problem management experience on Public/Private/Hybrid Cloud and other enterprise technologies such as Network, Compute, Storage and Database and Middleware. These are just a few examples, and we know that individual experience will vary.
What do we need from our partners fitting this position?
You will have support from our diverse panel of team members responsible like you for leading core and management activities with the highest level of customer service and engagement. The specific activities that the Senior Problem Manager will engage on include:

• Lead Problem Reviews for Severity 1 and 2 Major Incidents
• Identify focal points and lead causal analysis investigations to identify the true root cause(s) of problems
• Generate scorecards/metrics and availability reporting for key clients
• Perform analytics on available data to identify problem patterns across Cloud services and identify proactive actions
• Ensure necessary reports (Root Cause Analysis, Post-Mortem Reports) are delivered within target service level objective
• Track problem tasks to completion and audit results
• Participate in and/or host Problem Management / Operational Excellence forums with our Product, Infrastructure and Security partners to track
• Identify and/or lead Service Improvement Programs (SIP) for chronic conditions
• Maintaining focus on time-bound deliverables and actions
• Recording and maintaining the Service Now record(s)

Required Technical and Professional Expertise
The ideal associate for our agile family of experts needs to know about:

• Understanding of industry methodologies (5 Whys Root Cause Methodology, Failure Modes and Effects Analysis, Kepner-Tregoe, etc.)
• Fundamental and/or working knowledge of Cloud technologies
• Working knowledge of Financial Services preferred but not required
• Knowledge and experience working with any number of enterprise technologies including, Compute (Server/OS), Database, Network, Storage, Middleware, Perimeter Security (Firewall, VPN, Host / Application Security)
• Working knowledge and experience with Service Now

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Preferred Technical and Professional Expertise

The soft skills / abilities required for you to be successful in this role include:

• Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
• Leadership – Capacity, Capability and Competency (“Leaders inspire others to take action”)
• Ability to “command the room” in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up, down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindset

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About Business Unit IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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

Being You @ IBMIBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.