Ай Би Ем България ЕООД

Storage Technical Escalation Manager
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.
At IBM Systems, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions. People have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. This is an opportunity to join that team in a more client-oriented role, as a Technical Escalation Manager.

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.


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.
What we offer:

Company-paid training and certifications
Work in a team with leading specialists
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team.
Hybrid working model with flexibility to work from home on a regular basis.
A workplace in an open, friendly hi-tech environment
Recognition awards
Additional health coverage
Special offers and discounts/ corporate badge program
Did we mention free coffee, snacks?
Eco friendly travelers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program

Required Technical and Professional Expertise

We are looking for a Senior/Experienced skill with up to executive-level experience in Technical Support. Knowledge of IBM Systems hardware & software and competitive IT architectures is an advantage. Candidate needs to demonstrate leadership and ability to effectively manage IBM worldwide resources to handle complex account situations and to lead the teams for a successful client experience. The role requires strong interpersonal and negotiation skills allowing support of critical customer situations often in inter-cultural environments. Additionally, needs to be familiar with Project Management techniques, architectural thinking, and be able to lead technical project teams.

Bachelor’s Degree in Engineering required, Master’s degree preferred
Experience in Applying Project Management and managing Stake Holder / Client Relationship
Exceptional problem-solving skills coupled with attention to detail
Must have strong rapport building skills with customers and proactively help with additional concerns
Ability to translate technical jargon into business terms for C-suite level reporting
Fluency in English – both written and verbal
• Fluency in English – both written and verbal

Preferred Technical and Professional Expertise

Leadership background would be considered as an advantage
Experience in storage and/or server product knowledge
Additional language skill beside English would be considered as an advantage
Изисквания към кандидата

Езикови познания:

Трудов опит:

Ние предлагаме

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
Ай Би Ем България ЕООД
Фирма/Организация Директно търсеща служители
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