IBM Cloud Support Manager in AUSTIN, Texas

Job Description

NOTE- this is 11 pm -8 am Shift

The shift toward the consumption of IT as a service, i.e., the cloud, is one of the most important changes to happen to our industry in decades. At IBM, we are driven to shift our technology to an as-a-service model and to help our clients transform themselves to take full advantage of the cloud. With industry leadership in analytics, security, commerce, and cognitive computing and with unmatched hardware and software design and industrial research capabilities, no other company is as well positioned to address the full opportunity of cloud computing.

We are looking for a Cloud Support Manager to join our Cloud Innovation Lab team, who innovates & shares our passion for winning in the cloud marketplace. The Cloud Innovation Lab is a team dedicated to ensuring that the IBM Cloud is at the forefront of cloud technology, from data center design to network architecture to storage and compute clusters to flexible infrastructure services. We are building IBM's next generation cloud platform to deliver performance and predictability for our customers' most demanding workloads, at global scale and with leadership efficiency, resiliency and security. It is an exciting time, and as a team we are driven by this incredible opportunity to thrill our clients.

As the Cloud Support Manager your key responsibilities will include:

  • Managing a group of Technical Support Engineers and the team's day to day 24x7 operation, all quarterly reviews, evaluations and career development.

  • Managing critical customer issues, this requires on going communication with customers

  • Preparing and delivering training sessions and other presentations

  • Providing weekly quality reviews for team

  • Providing a weekly status report showing metrics

  • Identifying areas for improvement

  • Liaising with the development, operations, network and database teams and driving ticket resolution and SLA with these organizations

As the Cloud Support Manager, you should possess:

  • Proven leadership skills

  • Well organized with effective time management skills

  • Have the ability to respond promptly to production issues and alerts 24x7

  • Be comfortable operating in fast paced environment

  • Be comfortable using and navigating within a Linux environment

Required Technical and Professional Expertise

Required Skills

  • Five (5) years of experience in a technical support manager role, at least (3) years of experience in a technical support environment (preferably web hosting, cloud, or managed servers)

  • History of process improvement, problem solving skills, customer advocacy orientation, and leadership in a cross-functional team environment.

  • Excellent leadership and management skills with emphasis on mentoring, motivating, and driving a large team to success.

  • Experience implementing team processes and monitoring effectiveness.

  • Ability to identify, analyze, prioritize, and resolve daily operational problems and issues.

  • Strong written and verbal communication skills.

  • Demonstrated leadership and team building skills.

  • Energetic, motivated, and customer focused.

  • Ability to quickly adapt to a rapidly changing technology environment.

  • Ability to hire, train, and retain quality team members is critical.

  • Experience using splunk and or ELK

  • Understanding of web technologies and technology stack

Preferred Tech and Prof Experience

Preferred Skills

  • Understanding of business continuity, fault tolerant design, and fail-over architecture

  • Automation of production monitoring

  • Experience with configuration management systems

  • Experience as a support engineer

  • Experience writing scripts

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.