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IBM Digital Business Automation Manager Ireland 267767720
31.07.2024
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Your Role and Responsibilities
As a First-line manager in Digital Business Automation Support team, you will be part of an international organization that is distributed around the globe. As a Leader, you will be responsible for ensuring success of your Team, contributing to a seamless 24×7 “follow-the-sun” support for IBM’s customers. You will be responsible for the technical development and growth of your team by continuosly reviewing performance, providing feedback and coaching. The goal is to provide world-class support to enterprise customers with special attention to customer satisfaction and meeting SLAs. As a Manager, you will utilise agreed systems and processes to run Support operations successfully and remove blockers in your Team’s way and innovate new processes to increase productivity where needed. You will manage a responsible usage of resources and expenses. You will be part of recruiting new talent as per business requirements. You will also be expected to play an active role in product release process, bridging gaps between Support, Development and Product Management.
Required Technical and Professional Expertise
- A minimum of 2 years of working experience in Leadership roles (People Manager) in the technical support field, which includes:
- Managing client escalations and critical situations
- Project Management
- Maintaining accurate data by documentation
- Organisational multitasking and decision-making
- Applying the following skills:
- Negotiation and delegation skills
- Leadership skills to motivate and coach new employees, drive and develop technical talent
- Attention to detail
- Excellent Customer Service Skills
- Strong analytical, interpersonal and communication skills
- Fluent English
Preferred Technical and Professional Expertise
- A minimum of 2 years of work experience in Management role in Support Org.
- High level understanding of IBM Digital Business Automation portfolio and Clouk Pak technology.
- Know-how of end-to-end support processes.
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