Next Step Systems
IBM iSeries Cloud Support Manager – Work From Home
As the IBM iSeries Cloud Support Manager, you will lead the team providing first and second level support for all IBMi managed customers. Your role will be to coordinate overall support process for incidents/service requests and establish objectives/ metrics for the support desk operation that reflect the organization’s overall goals. You will manage the performance and operation of 24x7x365 support to clients (internal and external) and ensure that service levels are achieved. You will also be responsible for managing staff to meet/exceed expectations in regard to performance, defined metrics/benchmarks, and that standards and processes are followed.
– Monitor all requests, incidents and problems reported or detected in the Cloud Support organization.
– Develop and mature phone/ticket escalation processes to ensure free flow of information within the organization.
– Drive ticket deep-dive analysis and develop strategies for improvement of team efficiency and effectiveness.
– Oversee technical solutions & client documentation repository and ensure quality solutions and procedures are available and used by your team members.
– Implement and cultivate capture of NPS scores to measure customer satisfaction.
– Recruit, onboard, train and day-to-day lead Level-1 and level-2 support representatives in the Cloud Support team.
– 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.
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