Introduction
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You'll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.
Your Role And Responsibilities
As a Technical Support Professional: Situation & Resolution Management, you will lead real-time or post-resolution critical situations engaging IBM Infrastructure, subcontractor/vendor, and client resources. You will employ specific processes and tools to plan, track, monitor, and report resolution activities and progress. Your primary responsibilities will include:
- Manage Critical Situations: Lead real-time or post-resolution critical situations, engaging IBM Infrastructure, subcontractor/vendor, and client resources to resolve client satisfaction issues with products/solutions/services/offerings.
- Plan and Track Resolution: Utilize specific processes and tools to plan, track, monitor, and report resolution activities and progress, ensuring successful resolution and maintaining positive client relationships.
- Collaborate with Clients: Interface with multiple levels of client personnel, maintaining and enhancing positive and constructive client relationships throughout the resolution process.
- Apply Methodologies: Employ Agile, ITSM/ITIL, PMP, and Design Thinking methodologies to achieve excellence in resolving client issues and delivering solutions.
- Communicate Effectively: Utilize virtual collaboration tools such as Slack, Webex, Monday, and Mural to facilitate communication and operational purposes.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
- Exposure to IT Service Management: Familiarity with ITSM/ITIL methodologies and their application in resolving client issues and delivering solutions.
- Understanding of Agile Principles: Knowledge of Agile methodologies and their use in achieving excellence in client issue resolution and solution delivery.
- Experience with Virtual Collaboration Tools: Proficiency in using virtual collaboration tools such as Slack, Webex, Monday, and Mural for communication and operational purposes.
- Familiarity with IBM Solutions and Products: Understanding of IBM logo solutions and products, including Power, Storage, Z, and Red Hat, and how they work together in complex Hybrid Cloud environments.
- Exposure to Project Management: Familiarity with project management principles and methodologies, such as PMP, and their application in managing resolution activities and progress.
Preferred Technical And Professional Experience
- Deep Understanding of Hybrid Cloud: Experience with IBM logo solutions and products, including Power, Storage, Z, and Red Hat, and how they integrate in complex Hybrid Cloud environments.
- Advanced Agile and Design Thinking: Exposure to Agile and Design Thinking methodologies to achieve excellence in resolving client issues and delivering solutions.
- Expertise in Virtual Collaboration: Proficiency in using virtual collaboration tools such as Slack, Webex, Monday, and Mural for effective communication and operational purposes.
