Technical Escalation Manager

n.

• Coordinate resolution of technical problems

• Develop and manage technical action plan

• Updates MEC Case Summary with current status

• Ascertains any revenue at risk, records and helps protect it

• Leads client meetings and keeps client and stakeholders informed

• Coordinates RCA and provides feedback/lessons learned to prevent or mitigate future situations

• Ensure client is satisfied prior to closing the situation

Required Technical and Professional Expertise

• Minimum 5 year experience in supporting Storage products .

• Excellent technical skills on Storage products.

• Excellent communication skills.

• Experience on IBM storage products like DS8000, Storwize , IBM Tape systems and SAN will be an added advantage.

• Experience on working with L3, Developer for a fix. Should have worked on presenting RCA ( root cause analysis ) with client and fix the issue permanently

Preferred Technical and Professional Expertise

• Experience in supporting global clients.