Technical Escalation Manager

hace 4 semanas

Heredia, 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 CSAM is expected to be able to Juggle competing priorities, work well under

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.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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