Technical Escalation Manager

Introduction
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 let’s talk.

Your Role and Responsibilities

• Total ownership and management of the Managed Escalation Case (MEC) on behalf of IBM and the sales team
• Principle client contact for MEC
• Establishes Conditions of Satisfaction (COS) w/client and manages MEC scope based on the COS.
• Client Advocate
• Engages technical support and development organizations for resolving issues.
• Can request PEM assistance on complex escalation cases or one that results in a business-related action plan.
• Coordinate resolution of technical problems
• Develop and manage technical action plan
• Updates MEC Case Summary with current status
• Ascertains any revenue at risk records and helps protect it
• Leads client meetings and keeps client and stakeholders informed
• Coordinates RCA and provides feedback/lessons learned to prevent or mitigate future situations
• Ensure client is satisfied prior to closing the situation

Required Technical and Professional Expertise

• Minimum 5 year experience in supporting Storage products .
• Excellent technical skills on Storage products.
• Excellent communication skills.
• Experience on IBM storage products like DS8000 Storwize IBM Tape systems and SAN will be an added advantage.
• Experience on working with L3 Developer for a fix. Should have worked on presenting RCA ( root cause analysis ) with client and fix the issue permanently

Preferred Technical and Professional Expertise

• Experience in supporting global clients.