IBM Crit-Sit Manager in DALLAS, Texas

The Crit-Sit Manager (CSM) is part of the customer solutions organization. It provides the initial point of contact for escalation requests. The Crit-Sit Manager decides if the escalation is legitimate and if all of the required information is gathered. Then the Crit-Sit Manager will work with the Crit-Sit Responder team to resolve the escalated issue. The CSM can operate under minimal supervision with wide latitude for independent actions and completes all duties as assigned. The CSM will report to the Director/Manager of Technical Account Management. Key Responsibilities:

  • Act as the primary point of contact and accountability for a rapidly escalating critical situations

  • Work with the customer to build redundancies in the customer’s environment through the use of IBM’s wide array of technical solutions

  • Resolve customer issues by facilitating the coordination of efforts among IBM’s support organizations including but not limited to Customer Care, Technical Support, Data Center Logistics & Operations, Network Operations, Product Development, Product Management, Product Marketing, Sales and Executive Leadership

  • Assess and evaluate the criticality of the situation

  • Provide preliminary assessment of which area is causing the issue (Network, Storage... etc.)

  • Engage and coordinate the work of the needed Crit-Sit responders and any Subject Matter Experts needed

  • Keep the customer abreast of the progress made in a timely manner

  • Coordinate the work of all support and development personnel involved until the issue is resolved

    Key Skills

  • Ability to plan, coordinate, and manage multiple activities simultaneously

  • Ability to motivate and influence people in order to elicit high quality work output

  • Requires strong technical background to understand wide ranging support issues and ask discriminating questions

  • Excellent customer service, written, verbal and presentation skills

  • Ability to work independently and as part of a team

SFT16

Position Requirements

  • Ability to perform on-call duties on nights and weekends

  • Travel up to 30% may be required

  • Must be able to sit for prolonged periods of time.

  • Position requires use of a computer/laptop a majority of the day.

Qualifications:

  • 2-5 yrs of Systems Administration and/or networking experience in a mid to large IT environment

  • Strong project management experience

InfraSvcs