The Technical Resolution Manager (TRM) is responsible for leading a critical situation resolution team consisting of IBM, subcontractor/vendor, and client resources. Clients are either external or internal. The TRM is responsible for the resolution of assigned client satisfaction issues with products/services/offerings and employs specific processes and tools to plan, track, monitor, and report resolution activities and progress. The TRM utilizes knowledge of team leadership and business practices, as well as IBM and industry solutions, products, services and strategy, to manage successful resolution.
The TRM must be the client’s advocate and utilize the client’s business perspective when looking at the systems/solution/enterprise view of the situation. Throughout the resolution, the TRM may interface with multiple levels of client personnel as well as multiple levels of IBM personnel and must maintain and enhance positive and constructive client relationships. Key storage products the team works with on a daily bases are DS8000, XIV, and A9000. This job provides the candidate with strong client facing skills an opportunity to strengthen their technical skills while interacting with field experts in technical support and sales, product engineering, and development level talent.
Conversely, an applicant with a strong technical foundation will have the opportunity to broaden exposure and learn industry storage solution support skills, storage architectures and multiple storage products worldwide. The ideal TRM instills urgency, balances business need, calms & reassures clients. Effective oral and written communication skills are key.
Required Technical and Professional Expertise
Requires ability to absorb professional knowledge quickly and develop skills.
Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.
Recognize job-related problems, analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.
Works on professional projects; work is often reviewed for developmental purposes. Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.
Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer satisfaction or impact immediate costs or expenses.
Preferred Tech and Prof Experience
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.