Technical Resolution Manager
IT/TECH Technical Resolution Manager, IBM Corporation, Herndon, VA: Resolve issues impacting client business and play a key role in enhancing the client experience. Lead the problem resolution process through analysis and troubleshooting to deploy workaround or fixes. Leverage and train AI and other cognitive-based knowledge sources for high quality and timely problem resolution. Coordinate input from development, services, and field teams to deliver a technical solution. Understand business needs and act as their trusted advisor. Responsible for delivering solutions to the client using appropriate business measurements, terms, and conditions for the project. Apply techniques for planning, tracking, change control, and risk management. Establish an effective communication plan with project team and the client. Act as a bridge between US, Europe, Middle East, Africa, and Spanish speaking IBM support teams to manage highly technical communication with Spanish speaking clients in Latin America. Collaborate with lawyers to coordinate legal messaging reviews of root cause analysis reports for clients. Utilize technical and delivery assessment database, equipment replacement process and database, critical situation management, Project Management, Storwize and flash systems. Required: Bachelor's degree or equivalent in Computer Science, Finance, Business Administration or related and two (2) years of experience as a Technical Resolution Manager or related. Two (2) years of experience must include utilizing technical and delivery assessment database, equipment replacement process and database, critical situation management, Project Management, Storwize and flash systems. Fluency in Spanish required. Send resumes to recruitad@ us.ibm.com. Applicants must reference Y334.