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Technical Solution Manager

Company: IBM
Location: Garner
Posted on: November 22, 2021

Job Description:


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

Based in Atlanta,GA; Tucson,AZ; Dallas,TX; Austin,TX; 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 APARS).

Participation in pager rotation is required.

Required Technical and Professional Expertise

At least 5 years experience in applying problem solving techniques

At least 5 years experience in a Customer Service Representative role

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 skills

English: Fluent

Preferred Technical and Professional Expertise

At least 7 years experience in applying problem solving techniques

At least 7 years experience in a Customer Service Representative role

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 skills

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 possibilities.

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 everyone.

It's time to define your career.

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.

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.

Location Statement

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 access to:

--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 goals.

--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.

Keywords: IBM, Raleigh , Technical Solution Manager, IT / Software / Systems , Garner, North Carolina

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