Act as an extension of the department manager by supervising the work of the team, which includes but not limited to, assigning and directing work of team members, reviewing and balancing the workload (including days off, vacation days) and general staffing availability of 4 or more full time IBM team members reporting to the same manager.
Maintain significant discretion and provide feedback as needed regarding hiring, individual and team performance, dismissal, discipline, team efficiencies for department manager final review and appropriate action.
Provide feedback to management regarding employee performance; provide evaluation of team members by reviewing each team members' results and make recommendations toward the overall assessment and performance ratings for the department manager's approval.
Continually matches workload and resource skill to optimize pool execution thereby ensuring timely and high quality service delivery and SLA compliance from the team.
Lead implementation efforts by training the team on recommended processes and monitoring compliance for business processes.
Understand and analyze metrics to identify and assess skills of team members and maintain overview on staffing availability and team productivity.
Analyzes metrics to identify trends, making recommendations to improve operations. Monitor and report delivery performance KPI's of the team.
Act as key point of contact and escalation with regard to severity/outage issues and general customer support.
Serve as subject matter expert for the SQL team service catalog/support repertoire.
Lead resolution of issues, root cause analysis, and/or collection of project requirements for project, steady state work and quality improvement initiatives.
Take ownership for assessing issues or receiving detailed requirements and documentation.
Ensure customers/account teams follow standard guideline and procedures when requesting service from the pool.
High School Diploma/GED
At least 2 years experience in system adminstration or equivalent technical work in an enterprise environment with demonstrated leadership ability
At least 1 year experience in analytical skills
At least 1 year experience in customer support environment
At least 6 months experience in team leadership
Basic knowledge in project management or coordination
Readiness to travel 25% travel annually
Bachelor's Degree in Information Technology
At least 3 years experience in system adminstration or equivalent technical work in an enterprise environment with demonstrated leadership ability
At least 2 years experience in analytical skills
At least 2 years experience in customer support environment
At least 2 years experience in team leadership
At least 2 years experience in project management or coordination
At least 2 years experience in technology disciplines supported by pool
Certified in technology disciplines supported by pool
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 - 22 months ago
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...