Introduction
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your role and responsibilities
- Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
- Manage the hiring, development, and retention of technical support engineers and enhance their technical, communication, and business skills to deliver quality service to partners and customers.
- Ensure adherence to response-time and response-quality SLAs, that workload is balanced across engineers, and that the team delivers on their commitment to customer success.
- Implement, maintain, and enhance escalation processes and procedures and the on-call schedule and systems to ensure that service and customer satisfaction goals are consistently exceeded.
- Compile, analyze, and report on support metrics and work with product and engineering teams to communicate hot issues, customer/partner needs, priorities, and to drive product improvement.
- Develop and execute strategic and operating plans, working hand in hand with other support leaders.
- Contribute to the direction of support infrastructure, processes, and systems to increase the quality and efficiency of support.
- Tracking, monitoring and reporting on department operations, and closely manage critical customer accounts to develop path to issue resolution
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Required education
None
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Demonstrated experience supporting enterprise level, mission-critical applications
- Mature and seasoned senior manager excelling in customer communication, problem-solving, and comfortable presenting to executives as well as front-line staff
- Previous account management or account executive skills desired, with ability to organize and track multiple projects
- Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
- Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
- Technically sound, able to lead and participate in technical discussions and work on basic technical cases when required
- Supporting Apache Cassandra environments or other relational and/or alternative database technologies
- Experience supporting various types of DBaaS and associated cloud environments.
- Strong understanding of Generative AI concepts and emerging trends in AI research.
- Strong understanding of Java, Python, and/or another programming language
- Strong Linux and Networking skills navigation and tools
- Experience managing technical support operations in a distributed environment
- Familiarity with open source software a plus
Preferred technical and professional experience
- Skilled in leading and motivating talented support engineers.
- Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
- Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
- Must be motivated by challenges and be able to offer multiple solutions for a problem.
- Proven track record of identifying and developing innovative enhancements to Support process and methodology.
- Able to develop individual and team objectives to contribute positively to organizational goals and direction
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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
For additional information about location requirements, please discuss with the recruiter following submission of your application.