IBM GSDC Polska

Account/Technical Subject Matter Expert

IBM GSDC PolskaO firmie

  • Wrocław

    dolnośląskie
  • Ogłoszenie wygasło 4 lat temu
  • Kierownik
Account/Technical
Subject Matter Expert

Work city: Wrocław

We are looking for candidates with strong technical and soft skill experience that will lead our services for one of large international customer. You will have many challenges and possibilities to extend your knowledge or participate in complex decision making tasks. If you feel strong in below areas or only in some of them don't be shy and apply. We are looking for you.

RESPONSIBILITIES

Operations

  • Be fully aware of all SLA's involving all supported services on the account
  • Monitor Tier 3 ticket queue and respond to tickets in a timely manner
  • Troubleshoot all issues within scope of support
  • When appropriate, coordinate other support groups and/or vendors to resolve the issue(s)
  • Keep tickets updated with accurate and timely updates
  • Keep customer updated throughout the lifecycle of the request/ticket
  • Follow all Change Management process at all times
  • Escalate issues to SDL and SPM as needed

SKILLS

Technical

  • Advanced level of knowledge in Software packaging, Software Distribution, Image Build
  • Knowledge of ticketing system and support tools (when applicable)
  • Ability to troubleshoot and resolve complex OS/Application related issues
  • Ability to troubleshoot and triage an outage situation and work with multiple teams to determine root cause and outline future preventative actions
  • Show initiative in taking tickets from the group queue and not waiting until they are assigned to you
  • Demonstrate teamwork by volunteering to assist others with their tickets/projects
  • Knowledge of RWIN/PUF will be a strong plus

Communication/Negotiation:

  • Able to articulate issues and resolutions to external contacts to resolve customer issues
  • Able to negotiate/renegotiate timelines with customer based on needs and capabilities
  • Good written and verbal communication skills both at technical and non-technical level (English and German)
  • Must keep detailed tracking records for each project throughout the lifecycle of the project

Additional Benefits:

  • Trainings and certifications
  • Working on international projects in multicultural teams
  • Real possibilities of self-development and promotion
  • Possibility of remote work
  • Good to be an IBMer discounts
  • Cinema & trips for IBMers
  • Languages classes (free of charge)
  • Summer camps for children
  • Private medical package and insurance package
  • Multisport Card

Required

  • Bachelor's Degree
  • Basic knowledge in in leadership and communication skills
  • English: Fluent

Preferred

  • Master's Degree in Information Technology
Account/Technical
Subject Matter Expert

Work city: Wrocław
Account/Technical Subject Matter Expert

We are looking for candidates with strong technical and soft skill experience that will lead our services for one of large international customer. You will have many challenges and possibilities to extend your knowledge or participate in complex decision making tasks. If you feel strong in below areas or only in some of them don't be shy and apply. We are looking for you.

RESPONSIBILITIES

Operations

  • Be fully aware of all SLA's involving all supported services on the account
  • Monitor Tier 3 ticket queue and respond to tickets in a timely manner
  • Troubleshoot all issues within scope of support
  • When appropriate, coordinate other support groups and/or vendors to resolve the issue(s)
  • Keep tickets updated with accurate and timely updates
  • Keep customer updated throughout the lifecycle of the request/ticket
  • Follow all Change Management process at all times
  • Escalate issues to SDL and SPM as needed

SKILLS

Technical

  • Advanced level of knowledge in Software packaging, Software Distribution, Image Build
  • Knowledge of ticketing system and support tools (when applicable)
  • Ability to troubleshoot and resolve complex OS/Application related issues
  • Ability to troubleshoot and triage an outage situation and work with multiple teams to determine root cause and outline future preventative actions
  • Show initiative in taking tickets from the group queue and not waiting until they are assigned to you
  • Demonstrate teamwork by volunteering to assist others with their tickets/projects
  • Knowledge of RWIN/PUF will be a strong plus

Communication/Negotiation:

  • Able to articulate issues and resolutions to external contacts to resolve customer issues
  • Able to negotiate/renegotiate timelines with customer based on needs and capabilities
  • Good written and verbal communication skills both at technical and non-technical level (English and German)
  • Must keep detailed tracking records for each project throughout the lifecycle of the project

Additional Benefits:

  • Trainings and certifications
  • Working on international projects in multicultural teams
  • Real possibilities of self-development and promotion
  • Possibility of remote work
  • Good to be an IBMer discounts
  • Cinema & trips for IBMers
  • Languages classes (free of charge)
  • Summer camps for children
  • Private medical package and insurance package
  • Multisport Card

Required

  • Bachelor's Degree
  • Basic knowledge in in leadership and communication skills
  • English: Fluent

Preferred

  • Master's Degree in Information Technology

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