Duty Manager - (Escalation and Incident management)

Introduction
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments the explosion of data digital automation and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.

Your ability to be creative a forward-thinker and to focus on innovation that matters is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success as we bring together different business units and teams that balance their priorities in a way that best serves our client’s needs.

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
Mission:
Cross Platform Client Advocacy team (DM) partners with IBM Clients (external/internal) and IBM Delivery Support teams to ensure the best client support experience possible. DM immediately assume the role of client advocate and engages the necessary resources to progress or resolve the client’s problem. Knowing that very satisfied customers are loyal DM is focused on improving the client experience. Our goal is to embrace innovative solutions and support services IBM is providing to our clients.

Duty Manager Job Description:
As a Duty Manager you will be responsible for the management of escalated cases ensuring that they are managed by the correct technical resources or other cross organization resources. Ensuring timely assignment and resolution of business impacting events. DM is also responsible for communicating with management and stakeholders while coordinating engagement with technical teams.

Responsibilities:
1. Client Advocacy: Assist with addressing support related questions case engagement to drive a positive client experience by real time engagement.
2. Escalation focal point: Case needs escalation. Work with the client and the technical team to find the right technical skills to address the issue at hand.
3. Management/technical/process notification: Addressing any issues encountered from the tech or process improvements
4. Monitoring of critical situations S1/SD. Ensuring resource assignment Monitoring and ensure timely problem resolution Emergency Response Manager engagement.
5. Expediting service delivery issues: Responsiveness professionalism skills etc.
6. Able to succeed in complex and stressful situations
7. Reporting on incidents and trends.
8. Overseeing multiple teams engagement to ensure continuity of an escalated incident
9. Make and execute decisions on behalf of IBM management that could directly impact client satisfaction.
10. Case management: Updating Case properly with action items discussed with client next action and root cause identification (DM cause code) etc.
11. Support IBM potential revenue opportunities by Initiate billable on-site service requests: Expert Lab Service

Duty Manager Process At-a- glance
• Process begins with a technician or a Receive Call (RC) agent contacting the Duty Manager (DM) muster answer line with question or whatever the issue the caller presents them with.
• This could be a support delivery related questions or an escalation from a caller (internal or external)
• DM accept the call and discuss the issue with the caller
• DM assess the situation for resource coordination
• Examples of calls:
• System down notification
• Responsiveness
• Technical skills/knowledge
• Time to resolution
• Media related / Fix Central related issues
• Service Request (IBM Portal Related / My Support)

Required Technical and Professional Expertise
• Fluent in English
• Very strong communication skills both verbal and writing.
• Excellent interpersonal skills
• At least 2 years’ experience in Performing Problem management technical support incident management escalations suppor t.
• Availability to work from 2PM to 10PM (totally remote work)
• Ability to work well under pressure and meet deadlines
• Strong organizational and time management skills
• Strong analytical and problem-Solving skills – complex situations require quick action and collaboration to progress or find delivery solutions.
• Technical knowledge and experience with Power products are a plus
• Experience with case management support reference processes and procedures
• High level expertise in MS Office tools.

Preferred Technical and Professional Expertise
• ITIL knowledge and/or certification is a plus
• Project management skills