Manage software corrective and preventive service orders, ensuring timely delivery of both physical and electronic orders. Provide 1st and 2nd level technical support for delivery issues. Interface with the application owner, process and application development teams to ensure problems are resolved in order to avoid customer impacts. Provide test support for process changes and maintenance. Maintain process documentation, and update when required.

Provide leadership and technical support for business critical recovery of severity level one and level two situations. Serve as coordinator and escalation point for operators and technical support teams during problem recovery. Coordinate resources to expedite the recoveryof critical applications/events for the customer in MVS/Mainframe, AS400, and Distributed environments. Provide real-time communication of recovery plans, actions, and status to IBM Management and Service Management and ensure that the appropriate communication activities (notification and escalation) are executed for the duration of the incident.

Provide process support, including the design of new processes in support of project deployments. Continue to consolidate worldwide manufacturing and distribution processes into a single, common process, enabling a reduction of the software distribution infrastructure and lower costs.

Manage the worldwide manufacturing process of the z/OS Custom Build offerings.

Manage the process of introducing new software product releases. Interface with software product development and customer fulfillment to ensure the on time deployment of software offerings.

Oversee the Systems Management Control (SMC) disciplines in support of the Software Distribution organization. Interface with the IT organization and the SDF business organization to ensure effective systems management.

Oversee the Systems Management Disciplines (SMC) ensuring effective management of the SDF systems. Work with each discipline owner (i.e. change management) to ensure each discipline is implemented and effective. Provide management with discipline measurements and regular updates of IT activities.

Manage computer operations (2nd shift), responsible to execute IT applications in support of order fulfillment, including customize software manufacturing.

Deploy and manage the Change Management discipline. Research and deploy the Information Management application, used to manage problem and changes.

Provide order fulfillment and manufacturing support for customer software orders.