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IBM

Technical Escalation Manager

IBM
Early Applicant
  • 29 days ago
  • Be among the first 50 applicants
Exp: 5-7 Years
Pune, India

IT/Computers - Hardware & Networking

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Job Description

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 let's talk.

Your Role and Responsibilities
  • Total ownership and management of the Managed Escalation Case (MEC) on behalf of IBM and the sales team
  • Principle client contact for MEC
  • Establishes Conditions of Satisfaction (COS) w/client and manages MEC scope based on the COS.
  • Client Advocate
  • Engages technical support and development organizations for resolving issues.
  • Can request PEM assistance on complex escalation cases or one that results in a business-related action plan.
  • Coordinate resolution of technical problems
  • Develop and manage technical action plan
  • Updates MEC Case Summary with current status
  • Ascertains any revenue at risk, records and helps protect it
  • Leads client meetings and keeps client and stakeholders informed
  • Coordinates RCA and provides feedback/lessons learned to prevent or mitigate future situations
  • Ensure client is satisfied prior to closing the situation


Required Technical and Professional Expertise
  • Minimum 5 year experience in supporting Storage products .
  • Excellent technical skills on Storage products.
  • Excellent communication skills.
  • Experience on IBM storage products like DS8000, Storwize , IBM Tape systems and SAN will be an added advantage.
  • Experience on working with L3, Developer for a fix. Should have worked on presenting RCA ( root cause analysis ) with client and fix the issue permanently


Preferred Technical and Professional Expertise
  • Experience in supporting global clients.

More Info

Industry:IT/Computers - Hardware & Networking

Function:technology

Job Type:Permanent Job

Skills Required

communication
Root Cause Analysis
Storage
San

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Date Posted: 30/10/2024

Job ID: 98679433

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About Company

IBM
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About Business Unit About IBM IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. 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. Being You @ IBM IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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