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
Responsibilities:

• Manage day to day team activities and meet operational goals
• Support our customers with excellence and empathy and client crisis management
• Collaborate with other support teams and drive engagement of other skills and resources as needed to resolve customer problems
• Support and encourage innovation within your team and influence the extended organization with best practices
• Support and implement the business strategy of the division
• Carry out people management activities, including annual goal setting and performance assessments, developing and coaching team members for skills and career growth and addressing poor performance as necessary
• Identify and implement solutions for improvement of the work processes in his/her field of responsibility
• Maintain business controls and HR/Employee labor law obligations
• The job might require flexible schedule to ensure 24×7 support operations or on-call coverage (as applicable)

Required Technical and Professional Expertise

• Minimum 2 years of previous people management experience in a technical support role
• Technical experience in Storage OR Cloud (Network) experience is must
• People management experience in leading technical teams
• Excellent organizational, communication and presentation skills
• Strong analytical and problem-solving skills
• Experience in crisis management and client interaction
• Fluency in English – both verbal and written

Preferred Personal skills:

• Excellent communication skills (both verbal and written)
• Excellent organizational skills
• Good analytical and problem solving skills
• Ability to work within a team
• Strong customer driven focus
• Good presentation skills
• Ability to listen to clients and understand both situational and technical issues
• Focused & Results orientated
• Accuracy and attention to details

Preferred Technical and Professional Expertise

• Track record of developing team skills and careers
• Industry experience in Storage and/or Network