Technical Escalation Manager
hace 2 semanas
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
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.
Duties and 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.
- Works with the Project Escalation Managers (PEMs), if assigned, and Support teams to develop action plans and engage appropriate resources to resolve the Managed Escalation.
- Owns and leads the resolution of Managed Escalation cases involving Power servers, operating systems and other software and hardware.
- Manages 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.
- Collaborates with the Project Escalation Managers (PEM), if assigned, and the team to ensure the scope of the situation is managed and that changes to the technical problem statement are communicated.
- Identify the most appropriate in brand technical resources required to resolve the technical problem and satisfy the Client's Condition of Satisfaction.
- Work to engage Cross brand resources, as required.
- Work to define and agree a communication plan covering status reporting and meeting management for both internal and external communications and meeting requirements.
- Ensure that the Managed Escalation case record is kept up to date at all times.
- Maintains a positive, professional working relationship with all parties who assist with problem resolution and reporting.
- Produce and communicate status updates as agreed with the PEM (if assigned) as defined in the communication plan for the situation.
- Schedule and facilitate meetings with the technical resolution team and client as required and represent the technical resolution team in meetings scheduled and facilitated by the PEM (if assigned).
- Manages ongoing escalation and involve appropriate IBM management for resolution where required.
- Understands and complies with the requirements of the Managed Escalation process as described in the Cognitive Support Platform (CSP) Playbook.
- Provides 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.
- Takes necessary steps to close a Managed Escalation Case (MEC) when the client is satisfied and the Success Criteria have been achieved.
Required Technical and Professional Expertise
- Fluency in spoken and written English.
- 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 UNIXbased 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 nontechnical people.
- Excellent organizational and time management skills.
- Selfdriven and autonomous as the team is worldwide with people
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