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27 Jul 2022

Full-Time IBMi Cloud Support Manager- remote

Brian Leary Anywhere

Job Description

 

 

The IBMi Cloud Support Manager will lead the team providing first and second level support for all of our IBMi managed customers.  The IBMi Cloud Support Manager will coordinate overall support process for incidents/Service Management requests and establish objectives/ metrics for the support desk operation that reflect the organization’s overall goals.

 

The IBMi Cloud Support Manager will manage the performance and operation of 24x7x365 support to clients (internal and external) and ensure that service levels are achieved.  Will also be responsible for managing staff to meet/exceed expectations in regards to performance, defined metrics/benchmarks, and that standards and processes are followed.

Essential Job Functions

  • Oversee all requests, incidents and problems reported or detected in the Cloud Support organization. Develop and mature phone/ticket escalation processes. Ensure free flow of information within the organization.  Monitor and manage ticket and phone queues, participating in escalated incidents / calls as needed.  Oversee problem resolution and root cause analysis.  Guarantee clear and timely communications internally and externally. (~40%)
  • Drive ticket deep-dive analysis and develop strategies for improvement of team efficiency and effectiveness. Guide delivery of high-quality customer experience. Oversee technical solutions repository & client documentation repository and ensure quality solutions and procedures are available and used by staff. (~30%)
  • Implement and cultivate capture of NPS scores to measure customer satisfaction. Review survey feedback to improve services, tools and support experience. Provide data and reporting of KPI’s and trends to company leadership in ad-hoc & scheduled (weekly, monthly, etc.) intervals as needed. (~10%)
  • Oversee recruiting, onboarding, education, and day-to-day leadership of Level-1 and level-2 support representatives in the Cloud Support team. Interact with other parts of the company to represent and advance the Cloud Support team. (~20%) Support multiple technical teams in various assigned shifts

Base salary plus Bonus reports to COO
Requirements

 

  • 15 + years of technology experience with iSeries administration
  • Leadership skills to lead a team to success
  • People management experience
  • Customer onsite and remote support experience
  • Ability to work in a fast passed, dynamic environment
  • Strong communication, writing, and presentation skills
  • Data Center Operations and Infrastructure Design experience, an asset

 

Qualifications- 

Solid Service management Skills

  • Architecture and implementation of iSeries management and monitoring platforms
  • Knowledge of LPAR virtualization
  • Bare metal provisioning of IBM power systems
  • Understanding of Power Technology and Platform Design
  • System I implementation and migration
  • System I recovery process (HA/DR replication management, full system, and site recovery) experience
  • System I OS upgrades
  • PTF update experience
  • Administration expertise with IBMi environment components including security controls, TCP/IP, BRMS, Job control, performance and capacity planning, system updates, and license management
  • Expertise with operation of tape management solutions, including physical and virtual tape libraries
  • Exposure to Operational Support Center process, procedure, and ITSM functions
  • Experience with company standards/policies and procedures, along with internal and SOC II security controls
  • Experience conducting capacity management, planning, analysis and reporting across the multi-tenant managed services & support organization

 

 

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Job Categories: Open. Job Types: Full-Time. Salaries: 140k-165k and 170k.

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