Technical Solution Manager - Research Triangle Park, NC
Posted on: November 22, 2021
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
Your Role and Responsibilities
Based in Raleigh, NC
IBM is seeking to hire a Technical Solution Manager.
This is a client facing role that requires a candidate that will
provide high quality remote technical software, hardware, and
problem management support to IBM's Premium Storage Clients. The
candidate will be responsible to deliver to the specific
requirements of Premium Storage. The candidate must have proven
Problem Determination/Problem Source Identification (PD/PSI) skills
in the area of storage. The candidate must be able to effectively
use technical and negotiation skills in collaboration with other
support operations/organizations to prioritize and diagnose
problems to resolution. The candidate will communicate action plans
to the Client or IBM representative as appropriate.
The candidate will need to master all associated Premium Storage
technical support tools, procedures, and processes. The candidate
may be required to provide training and mentor others on the team,
contribute to the department attainment of organizational
objectives, and maintain high Client satisfaction targets.
Further, the candidate must possess proven verbal and written
communication skills. Daily interactions could include the Client's
technical and management team, as well as IBM teams (development,
account team, project office, etc.). The candidate must work well
in a team environment. Duties include being responsible for
initiating monthly calls to review open issues and service activity
reports, as well as completing all required Premium Client
deliverables. The candidate may also provide Clients information on
pervasive problems and the associated fixes which resolve or
circumvents the problem; this may include fixes, updates, or High
Impact Pervasive Authorized Problem Analysis Reports (HIPER
Participation in pager rotation is required.
Required Technical and Professional Expertise
At least 5 years experience in applying problem solving
At least 5 years experience in a Customer Service Representative
At least 5 years experience in applying call handling standards
At least 5 years experience in supporting clients by telephone
At least 5 years experience in applying customer satisfaction
Preferred Technical and Professional Expertise
At least 7 years experience in applying problem solving
At least 7 years experience in a Customer Service Representative
At least 7 years experience in applying call handling standards
At least 7 years experience in supporting clients by telephone
At least 7 years experience in applying customer satisfaction
At least 1 year experience in performing as a Technical Solution
Manager or Project Manager
About Business Unit
At Global Technology Services (GTS), we help our clients envision
the future by offering end-to-end IT and technology support
services, supported by an unmatched global delivery network. It's a
unique blend of bold new ideas and client-first thinking. If you
can restlessly reinvent yourself and solve problems in new ways,
work on both technology and business projects, and ask, "What else
is possible?" GTS is the place for you!
This job requires you to be fully COVID-19 vaccinated prior to your
start date, where legally permissible. Proof of vaccination status
will be required. If you are unable to be vaccinated due to
medical, pregnancy or religious reasons, we offer accommodations in
accordance with applicable law.
Your Life @ IBM
Are you craving to learn more? Prepared to solve some of the
world's most unique challenges? And ready to shape the future for
millions of people? If so, then it's time to join us, express your
individuality, unleash your curiosity and discover new
Every IBMer, and potential ones like yourself, has a voice, carves
their own path, and uses their expertise to help co-create and add
to our story. Together, we have the power to make meaningful change
- to alter the fabric of our clients, of society and IBM itself, to
create a truly positive impact and make the world work better for
It's time to define your career.
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.
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.
IBM offers a wide range of resources for eligible IBMers to thrive
both inside and outside of work. In addition to a competitive
benefits program consisting of medical and life insurance,
retirement plans, and time off, eligible employees may also have
--12 weeks of paid parental bonding leave. Family care options are
also available to support eligible employees during COVID-19.
--World-class training and educational resources on our
personalized, AI-driven learning platform. IBM's learning culture
supports your restless attitude to grow your skills and build the
depth and scale of knowledge needed to achieve your career
--Well-being programs to support mental and physical health.
--Financial programs that empower you to plan, save, and manage
your money (including expert financial counseling, 401(k), IBM
stock discount, etc.).
--Select educational reimbursement opportunities.
--Diverse and inclusive employee resource groups where you can
network and connect with IBMers across the globe.
--Giving and volunteer programs to benefit charitable organizations
and local communities.
--Discounts on retail products, services, and experiences.
We consider qualified applicants with criminal histories,
consistent with applicable law.
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, gender, gender identity or expression, sexual
orientation, national origin, genetics, pregnancy, disability, 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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