ACS Cloud Support Manager

Job description

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
The ACS-Cloud Support team provides technical support for a wide variety of application services in the IBM Public Cloud. Our support engineers have subject-matter-expert level skills in key services and technologies that help our clients develop and integrate applications using cloud native methodologies and services.

As a leader for this team, you will work with our clients, support engineers, related DevOps teams and leadership teams across a variety of focus areas to optimize our clients’ support experience, drive improvements in our capabilities and into the product. The role is localized, including a team of engineers you will be directly managing, but also includes global responsibilities for productivity, key measurement attainment, skills capability and workforce management. Focus areas include:

·  Managing high performance engineers locally, and in global locations, in collaboration with the global management structure, to ensure IBM Cloud Clients receive expert assistance, with appropriate urgency as determined against their business impact.
·  Managing Key Performance Indicators in a technical support organization, to include Net Promoter Score, Service Level Objective Attainment, Mean Time to Restore Service and Average and First Response time measures.
·  Manage scheduling rotations, with maximized productivity, ensuring appropriate coverage is in place to address our Omni-Channel Support mission.
·  Prioritize global transformation initiatives within your domain and collaborate across ACS to improve our overall client experience.
·  Execute Quality Control processes to develop and grow appropriate technical and soft skills within the engineering community.
·  Ability to leverage critical analytic skills to assess trends in key data and formulate appropriate improvement plans to achieve success.
·  Improving team skills based upon practical needs for current and emerging trends.
·  Developing and improving processes to increase efficiency within your technology domain and across ACS.
·  Collaborating with Dev teams to advocate for needed product improvements, understand pending changes, and ensure support readiness in line with client expectations.
·  Understand Incident and Change management as it pertains to client impact and possess the ability to manage client experience during any Incidents, to include direct client communications, workforce allocation and collaborating with operations and executive management.
·  Flexibility is important. Understand the nature of our global team and responsibility, we are responsible for 24 x 7 x 365 operations and performance of the IBM Cloud. While we have a global team in place to address these challenges, there are times that management and staff are needed off hours and on scheduled days off to address client experience impacts.

Required Technical and Professional Expertise

·  At least five years previous experience in cloud native technologies and platforms are essential in this role, to facilitate technical discussions with our clients, team, Dev and SRE.
·  Three to five years previous experience managing technical, client facing engineers and the relevant responsibilities associated with Cloud Support Delivery.
·  Ability to communicated effectively with clients, engineers, developers, sales teams, product management and executives in a high paced environment.
·  Ability to remain focused on client impact, directing efforts across a wide spectrum of skills and responsibilities, to resolve client issues effectively with appropriate speed.
·  Expert level industry and vendor certifications
·  Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
·  Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups
·  Provisioning, storage concepts, operating systems, Web servers, Web hosting control panels, system administration
·  Cloud-based software development using technologies such as Cloud Foundry, Kubernetes, and various runtimes
·  Experience with Relational Databases (IBM DB2, Oracle) as well as NoSQL (MongoDB, Postgres)
·  Knowledge of PaaS, IaaS (Softlayer), and virtualization technologies
·  Knowledge in J2EE Application Servers – IBM WebSphere AS, JBoss, or Tomcat
·  Programming experience with Java, Go, or Python
·  Bachelor’s Degree, or equivalent experience.

Preferred Technical and Professional Expertise

·  At least ten years previous experience in cloud native technologies and platforms are essential in this role, in order to facilitate technical discussions with our clients, team, Dev and DevOps.
·  Seven to ten years previous experience managing technical, client facing engineers and the relevant responsibilities associated with Cloud Support Delivery.