Job Information
IBM Support Manager in Bangalore, India
Introduction
At IBM, work is more than just a job-it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To shape markets. To invent. To collaborate. In this role, you will lead the support for the GenAI IBM Consulting Advantage Platform and various assets within the IBM Consulting Organization. We strive to harness the power of technology to solve some of the world's most complex problems. Are you prepared to lead in this new era of technology and play a pivotal role in shaping the future of AI-driven solutions? If so, we want to connect with you.
Your Role and Responsibilities
Key Responsibilities:
Team Leadership and Management:
Lead, mentor, and manage a team of support engineers, fostering a high-performance culture.
Oversee team performance, including goal-setting, conducting performance evaluations, and providing constructive feedback.
Ensure the team is adequately staffed and schedules are optimized to meet support demands.
Incident and Problem Management:
Supervise the resolution of complex technical issues escalated by clients.
Guarantee timely and effective solutions to customer problems and PMRs.
Implement and oversee escalation procedures for critical issues.
Customer Interaction:
Serve as the primary contact for high-priority or high-impact customer issues.
Engage with customers to understand their needs and ensure their satisfaction.
Address and resolve customer escalations, ensuring a positive customer experience.
Process Improvement and Productivity Enhancement:
Develop and implement strategies to enhance the efficiency and effectiveness of the support team, leveraging GenAI and other advanced technologies.
Utilize Generative AI to automate repetitive tasks, improve response times, and enhance overall team productivity.
Analyze support metrics and customer feedback to identify and drive continuous improvement initiatives.
Ensure strict adherence to IBM's support processes and standards while incorporating innovative tools for productivity enhancement.
Technical Expertise and GenAI Integration:
Maintain deep knowledge of IBM Consulting Assets, products, services, and technologies, with a focus on integrating GenAI into support processes.
Provide technical leadership and guidance to the support team, emphasizing the adoption of AI-driven tools for better decision-making and efficiency.
Stay current with the latest advancements in IBM technologies and GenAI, ensuring the team is well-equipped to handle evolving challenges.
Collaboration:
Partner with other departments, including Product Management, Development, SRE and AI teams, to resolve complex issues.
Work in concert with other support teams to ensure a unified approach to problem-solving, leveraging AI insights where applicable.
Documentation and Reporting:
Ensure meticulous documentation of support activities, incidents, and resolutions, utilizing AI tools for accuracy and efficiency.
Prepare and present comprehensive reports on support performance, metrics, and trends to senior leadership, highlighting AI-driven productivity gains.
Track and report on key support KPIs, including but not limited to:
First Response Time (FRT): Measure and improve the time taken for the support team to respond to initial customer inquiries.
Mean Time to Resolution (MTTR): Track the average time to resolve incidents and reduce it through continuous process optimization.
Customer Satisfaction (CSAT) and Net Promoter Score (NPS): Monitor customer feedback and satisfaction levels, driving initiatives to improve these scores.
Escalation Rate: Track the number of issues escalated beyond the frontline support and implement strategies to minimize escalations.
Resolution Rate: Monitor the percentage of issues resolved at the first point of contact to increase efficiency.
Backlog Management: Keep track of pending support requests and ensure timely resolution to avoid backlog accumulation.
Agent Utilization: Measure the productivity of support engineers and optimize resource allocation based on workload and demand.
Training and Development:
Identify training needs and organize skill-enhancement sessions for team members, with a focus on AI tools and techniques.
Promote a culture of continuous learning and professional growth, encouraging the adoption of AI and other advanced technologies.
Required Technical and Professional Expertise
Education: A bachelor's degree in a related field such as computer science, software engineering, or a similar technical discipline.
Experience: 10+ years of experience in product support, including a strong track record of leading support teams and enhancing productivity through AI initiatives.
Support Operations Expertise: A deep understanding of product support, including escalation and stakeholder management, with proven experience in resolving complex issues related to products, technologies, and AI-driven tools.
Preferred Technical and Professional Expertise
Proven experience in people management, support operations, and driving productivity improvements through AI tools.
Exceptional skills in team building, communication, and integrating AI solutions into support processes.
About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.
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For additional information about location requirements, please discuss with the recruiter following submission of your application.
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