Technical Resolution Manager in Tucson, AZ at IBM

Date Posted: 9/23/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tucson, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/23/2018

Job Description

The Technical Resolution Manager (TRM) is responsible for leading a critical situation resolution team consisting of IBM, subcontractor/vendor, and client resources. Clients are either external or internal. The TRM is responsible for the resolution of assigned client satisfaction issues with products/services/offerings and employs specific processes and tools to plan, track, monitor, and report resolution activities and progress. The TRM utilizes knowledge of team leadership and business practices, as well as IBM and industry solutions, products, services and strategy, to manage successful resolution.

The TRM must be the client’s advocate and utilize the client’s business perspective when looking at the systems/solution/enterprise view of the situation. Throughout the resolution, the TRM may interface with multiple levels of client personnel as well as multiple levels of IBM personnel and must maintain and enhance positive and constructive client relationships. Key storage products the team works with on a daily bases are DS8000, XIV, and A9000. This job provides the candidate with strong client facing skills an opportunity to strengthen their technical skills while interacting with field experts in technical support and sales, product engineering, and development level talent.

Conversely, an applicant with a strong technical foundation will have the opportunity to broaden exposure and learn industry storage solution support skills, storage architectures and multiple storage products worldwide. The ideal TRM instills urgency, balances business need, calms & reassures clients. Effective oral and written communication skills are key.

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