IBM Technical Operations Analyst: Technical Support Services Solutions in MEXICO CITY, Mexico
They may also perform services activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products. They are accountable to ensure a high level of client satisfaction with service delivery, technical support and operational services for the client account(s). When critical situations occur, they are the IBM technical interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM's technical support strategy. They are responsible for the technical value relationship to protect revenue base and identify new services opportunities.The employee uses judgment in choosing the task/routine.
Required Technical and Professional Expertise
Experience in several main activities and working knowledge of interrelated activities. Awareness of department activities.
Exchanges general business, customer technical information. Seeks or gives explanations and verifies comprehension.
Use specialized tools, techniques, procedures to identify, understand, and resolve various job-related problems. May recommend adjustments or improvements to established.
Preferred Tech and Prof Experience
Responsible for a variety of tasks within well established procedures.
May set work schedules individually, or as a team member.
Activities are subject to general instruction or direction.
Provides practical assistance.
Impact on Business/Scope:
Accountable for individual results and for the impact of the results on the team and on interrelated activities.
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.