Power Technical Escalation Manager

Описание

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.
At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions.In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Your Role and Responsibilities
Technical Escalation Managers (TEM) are responsible for the resolution of client escalations concerning IBM Power Hardware, Software, Cloud offerings and operating systems.

The TEM will build and lead a resolution team consisting of IBM, subcontractor/vendor, and client resources to collaborate on resolving escalations. The TEM is responsible for defining the scope of the escalation, planning and project management and timely communication regarding status and updates to key stakeholders at all levels including IBM, partners and clients in order to avoid confusion and prevent further escalations. The TEM will employ specific processes and tools to plan, track, monitor and report resolution activities and progress until the escalation has been resolved and the client is satisfied.

The TEM will also participate in initiatives to innovate and improve how IBM services our clients and other projects and programs related to the Escalation Management function.

This is an exciting, highly visible and very fulfilling role which provides the TEM the opportunity to collaborate with a variety of people throughout the business and grow and use their skills and experiences to ensure the success of IBM clients.

Responsibilities:

Able to effectively communicate Client’s concerns and to ensure that all aspects of the problem are clearly defined and understood by everyone involved
Work with the Project Escalation Managers (PEMs), if assigned, and Support teams to develop action plans and engage appropriate resources to resolve the Managed Escalation
Own and lead the resolution of Managed Escalation cases involving Power servers, operating systems and other software and hardware.
Manage resolution teams that cross multiple organizations/divisions in IBM so that complex situations involving more than one business unit are resolved in a parallel manner
Work to define and agree a communication plan covering status reporting and meeting management for both internal and external communications and meeting requirements.
Manages ongoing escalation and involve appropriate IBM management for resolution where required.
Understand and complies with the requirements of the Managed Escalation process as described in the Cognitive Support Platform (CSP) Playbook.
Provide relevant feedback to appropriate IBM teams on Lessons Learned, improvement recommendations and process violations so as to foster improvement to prevent or minimize the impacts of these situations in the future
Take necessary steps to close a Managed Escalation Case (MEC) when the client is satisfied and the Success Criteria have been achieved
What we offer:

Company-paid training and certifications
Work in a team with leading specialists
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team.
Hybrid working model with flexibility to work from home on a regular basis.
A workplace in an open, friendly hi-tech environment
Recognition awards
Additional health coverage
Special offers and discounts/ corporate badge program
Did we mention free coffee, snacks?
Eco friendly travelers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program

Required Technical and Professional Expertise

Experience working directly with external clients.
Leadership and project management skills: each managed escalation is a mini project which needs to be carefully driven to bring client confidence back after an outage or an impacting issue
Excellent communication skills, including listening, facilitating, negotiating. Adapt communications and approaches to conclude negotiations with various partners, resulting in common agreements.
General technical knowledge of server hardware and/or UNIX-based operating systems such as AIX or Linux and a general understanding of IT architecture. This person should not be deeply technical but needs to understand enough to “translate” for non-technical people.
Comfortable collaborating with remote teams and experience using virtual collaboration and agile tools (Jabber, Slack, Webex, Trello, Mural, etc.)
Fluency in English – both written and verbal

Preferred Technical and Professional Expertise

5 or more years in IT or working with IBM Products and offerings
Knowledge of IBM support process and organization

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит над 3 г.

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Средно управленско ниво

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

14.11.2022

Организация:

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

Детайли за организацията:

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