Storage Escalation Manager

hace 6 días

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.
**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 IBMers have

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