Technical Escalation Manager-Z platform(Z H/w, z/OS, CICS, IMS, DS8K and Hydra (virtual tape) Z ecosystem)
3 days ago• Bangalore, India
Introduction
We are seeking a highly skilled and customer-focused Technical Escalation Manager to lead escalation response for critical technical issues. The ideal candidate will act as the key point of contact for escalations, ensuring timely resolution of technical challenges while maintaining high customer satisfaction. This role requires extensive technical expertise, strong problem-solving abilities, and exceptional communication skills to coordinate across teams and stakeholders effectively.
Your role and responsibilities
As an Escalation Manager you will be responsible for managing and resolving complex technical issues that have been escalated beyond standard support levels within the IT infrastructure domain. This role ensures that critical incidents are addressed promptly, root causes are identified, and preventive measures are implemented to avoid recurrence. The ideal candidate will have strong technical knowledge of the Z platform, excellent communication skills, and proven experience in stakeholder management under high-pressure situations.
Responsibilities:
- Serve as the primary point of contact for high-priority escalations related to the Z platform, including Z hardware, z/OS, CICS, IMS, DS8K and Hydra (virtual tape) and related offerings in the Z ecosystem.
- Coordinate and lead cross-functional technical teams to investigate and resolve complex incidents.
- Act as a liaison between technical teams, vendors, and business stakeholders during escalations.
- Ensure clear, timely communication of incident status, impact, and resolution plans to senior management.
- Coordinate root cause analysis (RCA) for major incidents and document findings.
- Drive continuous improvement initiatives to reduce escalation frequency and improve incident impact and resolution times.
- Track and report on escalation metrics, trends, and resolution performance.
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Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
- Bachelor's degree in information technology/Computer Science, or related field (or equivalent experience).
- Minimum 8+ years of industry experience in customer-focused Technical Escalation Manager to lead escalation response for ciritical technical issue with below required skills.
- Minimum 3+ years of relevant experience in Z platform roles (e.g. systems administration, network engineering, development, support).
- Strong understanding of elements of the Z platform
- Excellent problem-solving and analytical skills.
- Strong communication and stakeholder management skills, especially under pressure.
- Ability to work in 24x7 environments and manage on-call escalation duties.
Preferred technical and professional experience
Preferred Qualifications:
- Experience in large enterprise environments using the Z platform.
- Hands on experience in storage - DS8K and Hydra (Virtual tape) TS7700 is preferred
- Familiarity with the IBM Z support, maintenance and escalation processes.
Competencies:
- Calm under pressure and decisive in critical situations.
- Strong leadership and coordination skills.
- High attention to detail and commitment to service excellence.
- Ability to translate technical issues into business impact for non-technical stakeholders.
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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.
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Client-provided location(s): Bangalore, India
Job ID: IBM-65775
Employment Type: OTHER
Posted: 2025-11-11T18:48:57
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