Senior Data Operations Manager at Quantum optimizing data operations and ensuring data quality. Managing automation processes and collaborating with engineering teams for effective data handling.
About the role
- Triage Technician handling customer requests and alerts, working closely with all departments at IBM. Responsible for routing escalations and ensuring outstanding customer experience.
Responsibilities
- Serve as the initial point of contact for clients experiencing technical issues and their requests
- Engage with customers on the phone and through our ticketing system to identify incident category and route escalations to the appropriate technical resource or team
- Proactively monitor, report, and triage alerts for customers and internal environments across multiple platforms
- Proactively monitoring a wide variety of customers’ systems, including Backup jobs, Window Server, Linux, AWS (Amazon Web Services), VMware, IBM Power, and Networking devices (Fortinet) and executing defined processes for each
- Ensure related customer cases are associated properly with major incidents
- Accurately and professionally document all communication with customers
- Follow proper escalation procedures to platform engineers during an
- Perform other duties as assigned
Requirements
- High School Diploma or equivalent
- Empathetic customer service mindset and attitude
- A superior sense of urgency and customer sentiment
- Excellent written and verbal communication skills
- Enjoys teamwork and collaboration
- Must have excellent problem-solving skills and the ability to prioritize
- Possess the ability to comprehend and execute documented escalation procedures
- Basic understanding of managed IT service provider infrastructure and services such as servers, storage, network, virtualization, recovery services.
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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