Storage Escalation Manager

hace 2 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 Storage Technical Escalation Manager (TEM) will take an escalation from a Client, an IBMer or a Business Partner and engage with an IBM client as the owner and leader for the management of a business-impacting situation where:
Managed Escalations: Client, Business Partner, or an IBMer expressed a problem or request for assistance when we did not meet their expectations in business value, products, services, support or if Client loyalty is at risk.

Critical Situation: Potential or severe impact to the Client’s business, erosion of Client sat, loyalty to IBM or IBM’s relationship with the Client.

Executive Complaint: Expression of dissatisfaction made directly to an IBM executive.

Proactive actions: Created internally by an IBM employee to manage situations which are not yet formal complaints but have the potential to be so. Generally, opened when we recognize an opportunity to avoid a complaint, critical situation or equivalent.

**Responsibilities**:

- Team leadership - motivates people from different organizations to work together with urgency, integrity and credibility.
- Communication with all levels of the business - interfaces with multiple levels of the business - both internally to IBM and with client personnel, technical and executive management, ensuring timely resolution status is provided and to avoid panic
- Client advocacy - maintain and enhance positive and constructive client relationships.
- Business perspective - when looking at the systems / solution / enterprise view of the critical situation as well as IBM and industry solutions, products, services, and strategy, to manage a successful resolution.
- IBM Process knowledge - Uses excellent knowledge of IBM internal processes, tools and its internal structure to quickly navigate and consolidate a team that would find a suitable solution for the customer.
- Single point of communication with the customer throughout the situation, until client satisfaction is achieved, or the client concerns are addressed.
- The resolution of assigned client satisfaction issues with IBM Storage products or associated support, using the CSP (Cognitive Support platform) and the Technical Escalation process and tools to plan, track, monitor and report resolution activities and progress.
- Leading a critical situation resolution team, consisting of all necessary IBM, subcontractor/vendor and client resources to resolve the issue.

CRCW_22

**Required Technical and Professional Expertise**
- Relevant University degree, ideally in Information Technology or Computer Science.
- At least 2 years experience working in the area of remote technical support.
- Knowledge in Storage and Networking.
- Ability to communicate technically.
- Experience in crisis management and client interaction.
- Excellent computer skills - MS Office.
- Fluency in English - both verbal and written

**Preferred Technical and Professional Expertise**
- Previous experience in a similar role will be considered as a plus.
- Previous support experience with any of the IBM or Competitor Storage Portfolio.

**About Business Unit**

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
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 IB

  • Technical Manager Backup and Storage

    hace 4 semanas

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Home Department: Information Technology & Systems Schedule: Full Time Shift: Day Shift **Company Description**: Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting...

  • Logistics Manager

    hace 2 días

    Heredia, Costa Rica Viant Medical A tiempo completo

    Position Summary Our Viant facility in Costa Rica is looking for a talented and qualified Logistics Manager to join our Supply Chain Team. In this position, you will lead the following Logistics processes: inbound, receiving, storage, preparation, distribution and outbound among the different Viant buildings in Costa Rica including also external 3PL...

  • Multi-national Program Manager

    hace 3 días

    Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Your ideas can drive the future of corporate travel. Join BCD and challenge the status quo!** **Multi-National Program Manager** - Full time, Costa Rica_ As the Multi-National Program Manager, you will be responsible for managing all aspects of assigned client portfolio account(s) to include but not limited to client retention, contract negotiation,...

  • Service Delivery Manager

    hace 4 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: A Service Delivery Manager (SDM) is a trusted technical advisor to Auxis’ customers providing valuable guidance for operations and optimization of their Finance and Accounting environment through quality Service Delivery. The SDM provides the necessary client liaison support, and daily service delivery, to ensure world class outsourcing...

  • Project Manager

    hace 3 días

    Heredia, Costa Rica SGF Global A tiempo completo

    **Project Manager (f/m/d) SAP Data Migration** (Hybrid)** **Heredia, Costa Rica** SGF Global is looking for a Project Manager (f/m/d) SAP Data Migration, for IT enterprise in Heredia, Costa Rica. **Requirements**: - Proven experience of managing large end-to-end projects of SAP implementation and data migration projects, Managing large scale...

  • Support Manager, Applications

    hace 2 semanas

    Heredia, Costa Rica Workday Costa Rica S.R.L. A tiempo completo

    About the Role As a Technical Support Delivery Analyst Manager, you will lead a team in providing technical support to customers and consultants on complex products and applications. You will also direct Engineering teams in diagnosing and troubleshooting highly technical software issues and collaborate with multiple stakeholders through resolution. ...

  • Technical Success Manager

    hace 4 semanas

    Heredia, Costa Rica Experian A tiempo completo

    **Company Description** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100...

  • Technical Success Manager

    hace 4 semanas

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Home Department: Customer Service Schedule: Full Time **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one...

  • Technical Account Manager

    hace 4 semanas

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Home Department: Customer Service Schedule: Full Time **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one...

  • IT Support

    hace 4 semanas

    Heredia, Costa Rica Global Services Business A tiempo completo

    An Importan company is looking for an IT Support with advanced English. Provide Help Desk Support onsite for all client employees and contractors. The associate will greet all incoming users, coordinates, diagnoses, and troubleshoots incoming issues, provides support services to users with technical problems and information technology issues involving...

  • Service Delivery Manager

    hace 3 días

    Heredia, Costa Rica Hewlett Packard A tiempo completo

    **_ Responsibilities: _** - Owns the customer operational business relationship of mid-size to large domestic accounts. - Acts as a point of contact for operational & tactical issues of medium to high complexity, representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication. - Leads...

  • Operational Risk Sr Manager

    hace 3 días

    Heredia, Costa Rica Citi A tiempo completo

    This role is Operational Risk Execution for Controls: Operations. Key responsibility is to support and manage the oversight of effective execution of Operational Risk Management Framework including op risk reporting, oversight of completeness of loss reporting, Lessons Learned program, and Scenario Analysis program. Additionally, this role will provide...

  • Kyc Operations Group Manager

    hace 7 días

    Heredia, Costa Rica Citi A tiempo completo

    KYC Operations Group Manager is a senior professional responsible for performing risk and compliance reviews in coordination with the broader Anti-Money Laundering (AML) team. The overall objective is to use cross-functional knowledge to lead the Costa Rica PBWM AML/KYC team to achieve operational goals and maximize business impact. This role will manage...

  • Creative Program Manager

    hace 2 semanas

    Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon Devices is one of the most innovative and fastest-growing businesses at Amazon. This role sits within Devices Brand Studio, the internal creative partner for Amazon Devices. We handle brand strategy, brand design, visual design, copywriting, and production for Echo/Alexa, E-Reader, Tablets, FireTV, Smart Home, and more.We are looking for a candidate...

  • Cook A

    hace 2 semanas

    Heredia, Costa Rica Marriott Hotels Resorts A tiempo completo

    POSITION SUMMARY Prepare special meals or substitute items. Regulate temperature of ovens, broilers, grills, and roasters. Pull food from freezer storage to thaw in the refrigerator. Ensure proper portion, arrangement, and food garnish. Maintain food logs. Monitor the quality and quantity of food that is prepared. Communicate assistance needed during busy...

  • Kyc Operations Group Manager Hybrid

    hace 3 días

    Heredia, Costa Rica Citi A tiempo completo

    KYC Operations Group Manager is a senior professional responsible for performing risk and compliance reviews in coordination with the broader Anti-Money Laundering (AML) team. The overall objective is to use cross-functional knowledge to lead the Costa Rica PBWM AML/KYC team to achieve operational goals and maximize business impact. This role will manage...

  • Order to Cash Program Manager, AR FinOps

    hace 4 semanas

    Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    We are Amazon’s Finance Operations Services organization (FinOps), responsible for Amazon’s Receivables (AR), Accounts Payables (AP), Payroll and Customer Support Teams. We ensure on-time, accurate payments, billings, collections and cash application. If you are a leader who works to inspire and build effective teams, raising the bar by diving deep into...

  • KYC Operations Readiness Manager

    hace 1 semana

    Heredia, Costa Rica Citi A tiempo completo

    The KYC Operations Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to provide Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting services in coordination with the Compliance and Control team. The overall objective of this role is...

  • Technical Solutions Engineer

    hace 1 semana

    Heredia, Costa Rica Databricks A tiempo completo

    P-362As a Technical Solutions Engineer, you will provide technical support for Databricks Platform related issues and resolve any challenges involving the Databricks unified analytics platform. You will assist customers in their Databricks journey and provide them with the guidance and knowledge that they need to accomplish value and achieve their strategic...

  • Senior Technical Solutions Engineer

    hace 1 semana

    Heredia, Costa Rica Databricks A tiempo completo

    P-362As a Technical Solutions Engineer, you will provide technical support for Databricks Platform related issues and resolve any challenges involving the Databricks unified analytics platform. You will assist customers in their Databricks journey and provide them with the guidance and knowledge that they need to accomplish value and achieve their strategic...