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

• Demonstrated understanding of enterprise software implementations, SaaS technologies, and SDLC.
• Ensure customer success and value realization by owning consistent, effective, and efficient resolution on critical escalations
• Develop, drive, and gain consensus on attainable remediation plans for technical escalations with clearly documented action plans and clear and consistent communication both internally and externally
• Ensure quality, cost-effective critical incident and escalation management delivery through continuous process and service improvement, balancing the needs of all stakeholders
• Drive continuous improvement in customer issue handling and resolution, mentoring on issue deconstruction and analysis
• Participate and provide data to weekly regional Technical Escalation meetings
• Build reports, data, metrics, dashboards, and presentations concerning the escalation process
• Lead weekly technical and account level escalation meetings
• Governance and adherence of Incident Reports (IR) and Root Cause Analysis (RCA) creation and delivery to customers within SLA
• Recognized by client facing teams as an expert in managing difficult/complex client situations.
• Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions.

• Must have ability to work and communicate effectively with executives, both internally and externally
• Strong relationship building skills, excelling in effective and persuasive presentation of concepts across many communication settings
• Demonstrated ability to translate complex customer needs into actionable/attainable plans

• Proactive self-starter with a client-focused attitude / DNA
• Process oriented; able to innovate and change process to be more efficient and create better outcomes more quickly
• Analytical skills, with the ability to identify themes within data and make data driven decisions
• Knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.