L2 Support Manager

Your role and responsibilities

HPC Support team provides technical support for the production issues raised by the HPC customers. Our support engineers have subject-matter-expert level skills and technologies that help providing the consistent services to customers.

As a leader for this team, you will work with our clients, support engineers, related DevOps teams and leadership teams across a variety of focus areas to optimize our clients' support experience, drive improvements in our capabilities and into the product. The role is localized, including a team of engineers you will be directly managing, but also includes global responsibilities for productivity, key measurement attainment, skills capability and workforce management. Focus areas include:

• Managing high performance engineers to ensure IBM HPC Clients receive expert assistance, with appropriate urgency as determined against their business impact.

• Managing Key Performance Indicators in a technical support organization, to include Net Promoter Score, Service Level Objective Attainment, Mean Time to Restore Service and Average and First Response time measures.

• Manage scheduling rotations, with maximized productivity, ensuring appropriate coverage is in place.

• Prioritize global transformation initiatives within your domain and collaborate across to improve our overall client experience.

• Execute Quality Control processes to develop and grow appropriate technical and soft skills within the engineering community.

• Ability to leverage critical analytic skills to assess trends in key data and formulate appropriate improvement plans to achieve success.

• Improving team skills based upon practical needs for current and emerging trends.

• Developing and improving processes to increase efficiency within HPC technology domain.

• Collaborating with Dev teams to advocate for needed product improvements, understand pending changes, and ensure support readiness in line with client expectations.

• Understand Incident and Change management as it pertains to client impact and possess the ability to manage client experience during any Incidents, to include direct client communications, workforce allocation and collaborating with operations and executive management.

• Flexibility is important. Understand the nature of urgency and responsibility, we are responsible during APAC timezone to take care of operations and performance of the HPC product. While we have a global team in place to address these challenges, there are times that management and staff are needed off hours and on scheduled days off to address client experience impacts and critical issues.

Required education

Bachelor's Degree

Required technical and professional expertise

• At least five years of support experience in technologies and platforms are essential in this role, to facilitate technical discussions with our clients, team, Dev and SRE.

• Three to five years previous experience managing technical, client facing engineers and the relevant responsibilities associated with delivery.

• Ability to communicated effectively with clients, engineers, developers, sales teams, product management and executives in a high paced environment.

• Ability to remain focused on client impact, directing efforts across a wide spectrum of skills and responsibilities, to resolve client issues effectively with appropriate speed.

• Expert level industry and vendor certifications

• Bachelor's Degree, or equivalent experience.

Preferred technical and professional experience

• At least ten years previous experience in cloud native technologies and platforms are essential in this role, in order to facilitate technical discussions with our clients, team, Dev and DevOps.

• Seven to ten years previous experience managing technical, client facing engineers and the relevant responsibilities associated with delivery.

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

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.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.