The National Duty Manager

hace 3 semanas

Guadalajara, México IBM A tiempo completo

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, lets talk.

Your Role and Responsibilities

The National Duty Manager (NDM) is a member of a national team responsible for providing IBM management support for the delivery of maintenance and services to IBM customers on a 24-hour basis 365 days a year. The NDM is responsible for service delivery During and outside of normal business hours and manages field escalations to ensure efficient and effective coordination of available resources. The NDM responds to escalations from customers and IBM personnel, providing assistance and situation management as needed. The NDM is responsible for maintaining open communications and operational relationships with Service Office (SO) and Remote Support Center (RTS) personnel. Proactively Monitors:
1. Functions as national service delivery manager for IBM customers during/outside of SO normal business hours and represents IBM as the manager responsible for service delivery. Manages IBM's response to customer service requirements to ensure proper call coverage/resolution and high customer satisfaction. Available for and handles escalations from customers and/or IBM service personnel on prime and off-shift as assigned and needed.

2. Monitors and evaluates service appointment requirements, sets priorities, and makes decisions regarding the deployment of available resources and the initiation of emergency callouts of service personnel to meet service delivery requirements. Manages all resources with the goal of achieving a balance of service delivery, customer satisfaction, and service business objectives.

4. Provide management support, assistance, and work direction to Systems Services Representatives (SSRs) as necessary to coordinate service delivery for entitled customer service requests. Maintains an awareness of and interprets/communicates applicable IBM policies, practices, and business controls as needed.

5. Other duties as assigned,

Required Technical and Professional Expertise
- Case Create Break/Fix, The Team monitors for new case creations, for the 1-hour customer response SLA. Action steps are to engage the appropriate RTS as needed within 45 min of case creation.
- Work Order Creation/Service Appointment. The team Monitors that appropriate service windows are set to the customers’ expectations Parts are ordered correctly to also meet service expectations. Action items to engage the CC and SPOC as needed to meet customer expectations.
- Parts Exceptions Team monitors for Parts Exceptions to make sure no parts order is left behind, Action Items to engage the CC or SPOC team as needed to meet customer expectations.
- Work Order Schedule Exceptions, The Team monitors for exceptions of required SSRs to meet customer expectations on and off shift, Action Items To monitor case/work order flow to make sure all cases are assigned and confirmed with the SSR. Engage Control Center, T/L, or SDMs as needed.

Preferred Technical and Professional Expertise

Requires knowledge of service delivery business principles, client industries, information processing, technology, and IBM products and services. Requires a thorough understanding of IBM maintenance strategy, field operations, remote support operations, parts procurement processes, and Remote Support Center (RTS) operations.

About Business UnitIBM 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.

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 ha

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