Global MVS Server Operations Lead

Описание

Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

Your Role and Responsibilities
The Global MVS Operation Lead will have the following responsibilities
• Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources
• Assume responsibility for the results (KPI’s, SLA’s) of your assigned product teams, including adherence to all support delivery processes
• Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions
• Drive and support the implementation of center wide objectives
• Work with technical team lead and team managers to identify and address issue impacting team performance.
• Understand and report on assigned team metrics, performing root cause and developing action plans to address issues.
• Coordinate the team shift/rotation planning and the related administrative processes
• Ensure appropriate resource scheduling across your assigned product teams.
• Closely monitor client satisfaction results of assigned product teams ensure appropriate actions are quickly implemented to address client concerns
• Provide backup coverage for team managers when requested
• Recommending innovative ways to improve productivity and reduce costs
• Analyze data & perform a thorough Root Cause Analysis
• Take new actions within & across teams, to improve quality and share best practices
• Collaborate across multiple teams for process improvements and standardization
• Act as a catalyst to drive adherence to all aspects support delivery processes
• Monitor and grow individual and team knowledge (skills & processes)
• Other duties as assigned, including support center level responsibilities
• Critical case follow-up & L1 escalation focal point
This is an excellent opportunity to lead in a fast growing team in the IBM’s Client Innovation Center and contribute to the future success of TSS and IBM.
This is a role that would require flexibility to work in shifts when required.

Required Technical and Professional Expertise
• Team Lead experience in a Technical Support Center environment
• Microsoft Office suit advance user skills
• Good presentation and communication skills
• Strong leadership, organization, and planning skills.
• Excellent English verbal and written skills and the ability to communicate with customers and staff at all levels
• Decision making under difficult circumstances.
• Flexibility and ability to and deliver in demanding and changing circumstances.
• Availability to work evening/night shift hours.
• Bachelor’s Degree
• English: Fluent (B2-C2)

Preferred Technical and Professional Expertise
• At least 18 months of relevant team leading (or similar) experience in a technical support center
• Knowledge and experience with HW support (Server knowledge is a plus)
• Good understanding of IT support flows, project management experience, ITIL insight

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

06.10.2021

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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