IBM Storage Technical Support Manager - Scale/ESS US Shift 

India, Maharashtra, Pune 

512732420

• 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