Technical Escalation Manager

hace 1 mes

Otro, Costa Rica IBM A tiempo completo
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
The Ideal candidate would have at least 2-3 year's experience In a customer-facing leadership role. The position demands an individual with superior customer relationship management skills as well as a sound technical understanding of the product/s they will be supporting.
The CSAM is expected to be able to Juggle competing priorities, work well under
pressure, and work Independently with minimum active functional direction. The successful candidate
will also have a deep understanding of IBM support, development, and services from both the process.
and delivery perspectives. Additional understanding of other IBM business processes, professional
training In mediation or conflict resolution would be an asset.

Required Technical and Professional Expertise

1. DIRECT PROBLEM-SOLVING EXPERIENCE: Previous experience in dealing with client issues Is
valuable as Is a proven ability to resolve problems.
2. STRONG COMMUNICATION SKILLS : Requires the ability to communicate clearly with Internal and
external clients in spoken and written communications.
3. BUSINESS NETWORKING EXPERIENCE : Requires In-depth experience and understanding of the IBM
and/or OEM support organizations.
4. EXCELLENT CO-ORDINATION, LEADERSHIP & ORGANIZATIONAL SKILLS: Requires excellent
coordination and organizational skills, able to lead diverse teams and multi-task within a team business
network environment. Project Management skills are valuable.
PERSONAL ATTRIBUTES:
a) LANGUAGE SKILLS: Requires English skills. Multiple language fluency is an advantage.
b) SELF MOTIVATION, CONTINUOUS LEARNING & DRIVE: Requires drive and enthusiasm to work
within the client relations team. Ensures the targets of client satisfaction, responsiveness and final
resolution delivery are achieved.
c) TEAM WORK: Requires the ability to work effectively and harmoniously within the client relations
team. The sharing of Information and cooperating with direct and Indirect work colleagues Is a very
Important element of performing and developing in the job.
d) EXCELLENCE IN CLIENT SERVICE & CLIENT SATISFACTION : Requires a personal desire and
passion to pursue client Satisfaction and continued Improvements In delivery of Client problem
resolution.

Preferred Technical and Professional Expertise

-5+ years of experience in a software development and delivery role
-5+ years of experience in Cloud/DevOps engineering and/or Linux administration
-Experience with at least one major public cloud provider or large scale private/hybrid cloud using container orchestration
-Experience with a modern configuration management framework (Puppet, Ansible, Chef, etc.)
-Production experience with one or more monitoring frameworks (Nagios, Prometheus, etc.)
-Strong scripting skills in at least one language (BASH, Python, Ruby, etc.)
-Experience with source control management such (git, subversion, etc.)
-Understanding of software development life cycle and delivery process
-Ability to manage multiple projects, while ensuring that commitments and timetables are met
-Ability to partner with internal stakeholders to design operational solutions
-Goal oriented, forward thinker that can provide solutions for complex technical problems
-Demonstrated skills in leadership, communication, coaching, analysis, problem solving and short term and long-term planning.

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