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IBM Technical Support Manager in Heredia, Costa Rica

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

This opportunity is for a first-line manager role to lead the IBM Data & AI Support team. This team of highly skilled and motivated individuals provides technical support to IBM clients. Understanding, narrowing, and defining the scope of clients' concerns in terms of stating the problem and understanding its scope. Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness. Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

The responsibilities will include:

  • Working with the global support team together on product support.

  • Hire and develop high-performing technical talent with a particular focus on delivering value.

  • Drive team to establish comprehensive development plans and innovative solutions to problems/challenges that meet desired outcomes and keep integrity to client commitments.

  • Led team working on customer issues and delivering solutions and fixes to clients in a timely manner.

  • Allocate and balance resources across multiple projects to meet the needs of business priorities.

  • Provide management oversight to a number of activities running in parallel, address issues/concerns with speed, and enable coarse corrective actions.

  • Report customer issues/escalation status to the stakeholders as needed.

  • Performs other duties as required.

Required Technical and Professional Expertise

  • Bachelor's Degree in Engineering Degree (Electrical/Computer Systems/Software Engineering) Science (Computer/Mathematics/Statistics) Information Technology.

  • 5+ years of demonstrated experience with Java, Python, C, or C++ programming experience.

  • Ability to prioritize personal workload and multitask as required.

  • Ability to initiate self-learning of new skills, and areas of the database, and likewise with the Operating System, programming languages, and shell scripts in order to utilize these to assist in solving problems.

  • This role will require working a shifted workweek at least once a month to provide support on weekends and/or some public holidays.

Preferred Technical and Professional Expertise

  • Master's Degree.

  • Understand and apply knowledge of database servers.

  • Programming skills in some or all of SQL, Unix shell scripting, Unix system calls, etc.

  • Familiar with multiple Unix variants such as AIX, Solaris, HP-UX, and/or Windows. Knowledge of Unix debugging tools.

About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security, and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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