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Technical Support Professional SC for Newmont v2

IBM2,538 open roles

Where
SANTIAGO DE CHILE, CL
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Your applicationOpen nowTechnical Support Professional SC for Newmont v2IBM · SANTIAGO DE CHILE, CL

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. IBM postings stay open a median of 6 days.

Share of postings closed within
  1. 1.9%1 day
  2. 3.8%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.1%30 days
This job: posted today

IBM median: 6 days open

The posting

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

As a Technical Support Leader, you will be responsible for the organization, administration, skills development, and supervision of technical support employees, processes, and technologies necessary for providing end-to-end service for IBM products. You will also be responsible for achieving exceptional levels of Client Satisfaction with IBM Support and IBM Products.

Your primary responsibilities will include:

• Oversee Technical Support Delivery: Oversee the delivery of technical support to IBM Clients, ensuring consistently high service performance and monitoring employee work to develop quality improvement processes.

• Develop Quality Improvement Processes: Evaluate customer feedback to identify areas for improvement and develop processes to address these issues, ensuring high-quality service delivery.

• Communicate and Assign Work: Communicate information and assign work to link employees' work to IBM System's strategy, market performance, and local organization's goals, helping individuals and teams align priorities with IBM's strategic direction.

• Lead Organization Planning: Participate in organization planning, providing leadership and support to ensure that business objectives and transformation goals are met, and fostering teamwork and inclusion across organizations, cultures, and geographies.

• Collaborate with Cross-Functional Teams: Support activities and projects involving cross-functional teams that contribute to IBM's success, communicating directly with customers and IBM sales teams as required.

• Technical Acumen with IBM Products: Experience with IBM logo products, solutions, and hybrid cloud offerings, including Power, Z, Storage, and Cloud Infrastructures.

• Service Performance Management: Exposure to establishing policies and processes to ensure consistently high service performance and monitoring employee work to develop quality improvement processes.

• Data Analysis and Trends Identification: Experience with tools such as Medallia, Cognos, Einstein Analytics, and Watson Assistant for extracting and analyzing data, determining trends, and identifying areas for improvement.

• Communication and Collaboration Tools: Experience with Slack, Webex, Trello, Mural, and other collaboration tools for communication and operational purposes.

• Agile Methodologies and Design Thinking: Exposure to Agile methodologies and Design Thinking principles to simplify complex goals and align priorities with IBM's strategic direction.

• Data Analysis Tools Familiarity: Exposure to tools such as Einstein Analytics and Watson Assistant for extracting and analyzing data, determining trends, and identifying areas for improvement.

• IT Service Management Knowledge: Experience with establishing policies and processes to ensure consistently high service performance and monitoring employee work to develop quality improvement processes.

• Cloud Infrastructure Understanding: Exposure to hybrid cloud offerings, including Power, Z, Storage, and Cloud Infrastructures, to provide end-to-end service for IBM products.

Una carrera en IBM Consulting se construye sobre relaciones duraderas con clientes y una estrecha colaboración a nivel global. Trabajarás con empresas líderes de múltiples industrias, ayudándolas a avanzar en sus procesos de adopción de nube híbrida e inteligencia artificial. Con el respaldo de nuestros socios estratégicos, la sólida tecnología de IBM y Red Hat, contarás con las herramientas necesarias para impulsar cambios significativos y acelerar el impacto para nuestros clientes. En IBM Consulting, la curiosidad impulsa el éxito. Se te animará a desafiar lo establecido, explorar nuevas ideas y crear soluciones innovadoras que generen resultados reales. Nuestra cultura de crecimiento y empatía se enfoca en tu desarrollo profesional a largo plazo, valorando tus habilidades y experiencias únicas.

Como Líder de Soporte Técnico, es responsable de la organización, administración, desarrollo de habilidades y supervisión del personal de soporte técnico, así como de los procesos y tecnologías necesarios para brindar un servicio integral de los productos de IBM. También es responsable de alcanzar niveles excepcionales de satisfacción del cliente con el soporte y los productos de IBM.

Las principales responsabilidades incluyen:

• Supervisar la entrega de soporte técnico: Supervisar la prestación de soporte técnico a los clientes de IBM, garantizando un desempeño de servicio consistentemente alto y monitoreando el trabajo del personal para desarrollar procesos de mejora de la calidad.

• Desarrollar procesos de mejora de la calidad: Evaluar los comentarios de los clientes para identificar áreas de mejora y desarrollar procesos que aborden estas cuestiones, asegurando la implementación de servicios de alta calidad.

• Comunicar y asignar trabajo: Comunicar información y asignar tareas para alinear el trabajo del personal con la estrategia de IBM Systems, el desempeño del mercado y los objetivos de la organización local, ayudando a individuos y equipos a priorizar en línea con la dirección estratégica de IBM.

• Liderar la planificación organizacional: Participar en la planificación organizacional, brindando liderazgo y apoyo para garantizar el cumplimiento de los objetivos empresariales y las metas de transformación, y fomentando el trabajo en equipo y la inclusión entre organizaciones, culturas y geografías.

• Colaborar con equipos multifuncionales: Apoyar actividades y proyectos que involucren a equipos multifuncionales y contribuyan al éxito de IBM, comunicándose directamente con los clientes y los equipos de ventas de IBM según sea necesario.

• Habilidad con productos IBM: Experiencia con productos, soluciones y ofertas de nube híbrida de IBM, incluyendo Power, Z, Storage e infraestructuras en la nube.

• Capacidad en gestión del desempeño de servicios: Conocimiento de la creación de políticas y procesos para garantizar un desempeño de servicio consistentemente alto y el monitoreo del trabajo de los empleados para desarrollar procesos de mejora de calidad.

• Comprensión profunda en análisis de datos e identificación de tendencias: Experiencia con herramientas como Medallia, Cognos, Einstein Analytics y Watson Assistant para extraer y analizar datos, determinar tendencias e identificar áreas de mejora.

• Manejo de herramientas de comunicación y colaboración: Experiencia con Slack, Webex, Trello, Mural y otras herramientas de colaboración para fines de comunicación y operativos.

• Gestión de metodologías ágiles y Design Thinking: Conocimiento de metodologías ágiles y principios de Design Thinking para simplificar objetivos complejos y alinear prioridades con la dirección estratégica de IBM.

• Habilidad en herramientas de análisis de datos: Conocimiento de herramientas como Einstein Analytics y Watson Assistant para extraer y analizar datos, identificar tendencias y detectar áreas de mejora.

• Capacidad en gestión de servicios de TI: Experiencia en el establecimiento de políticas y procesos para garantizar un desempeño de servicio consistentemente alto y en el monitoreo del trabajo de los empleados para desarrollar procesos de mejora de calidad.

• Comprensión profunda de infraestructura en la nube: Experiencia con ofertas de nube híbrida, incluyendo Power, Z, Storage e infraestructuras en la nube, para brindar servicio integral a los productos de IBM.

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