Introduction
IBM Integration Technical Support is looking for a Technical Support Manager who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with IBM Integration projects.
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.
In this role, you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers; many of the world's largest clients rely on IBM Integration Software:
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- 85% of the Fortune 100
- 98 of the top 100 global banks
- 8 of the top 10 global manufacturers
- 9 of the top 10 global healthcare companies
- 6 of the top 10 global retailers
- 9 of the top 10 global airlines
- 9 of the top 10 global insurance companies
- 9 of the top 10 global IT services
This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions, which brings the strength and dependency of IBM Integration software.
This enables data to be moved anywhere, creating a complete and consistent solution.
Your role and responsibilities
As a manager in our WW Technical Support team, you will:
- Ensure that service delivery and customer satisfaction is maintained at a world-class level
- Meet Service Level Objectives (SLO) and Key Performance Indicators (KPI)
- Establish clear performance expectations and ensure accountability for results
- Track, report and resolve quality issues impacting the client
- Simplify and Automate support activity, leading with technology to replace recurring manual tasks. Collect and manage all such tools in central location
- Build and Manage the Knowledge sharing portals with Product documents, Process documents, FAQs, checklists, patch details, known issues, best practices etc..
- Provide required product/trouble shooting training for services team to reduce the number of tickets escalated to Product Development
- Coordinate root cause analysis for service delivery defects
- Foster for continual improvement of delivered service to grow
- Focus on each employee and coach them through one-on-one discussions over performance, salary, short and long-term work assignments
- Facilitate employee development through skills assessment implementation; ensure that skills are available to meet current/future business needs
- Provide counsel to employees on training/education opportunities that best meet their career goals.
- Conduct department meetings and communicate all relevant company and personnel-related information to employees
- Coordinate on employee hiring and exit
- Maintain the various metrics to analyze the issues and trends. Provide recommendations to the leadership team.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Bachelor of Science Degree in Engineering or Computer Science, or equivalent is required
- Fluent in English
- Strong analytical, problem-solving, negotiation, organizational and leadership skills are required
- Excellent written and oral communication skills
- Customer-focused approach
- Ability to mentor, motivate and lead a team of technically strong support engineers
- Ability to work collaboratively within a team environment to meet aggressive goals and SLO requirement
- Minimum 5 years of experience in the supporting or implementing complex enterprise class software
- At least 3+ years of leadership experience in building and managing technical support for large customers
- Ability to mentor, motivate and lead a team of technically strong support engineers
- Ability to work collaboratively within a team environment to meet aggressive goals and SLO requirements
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
YOUR LIFE @ IBM
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 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?
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.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.