As the IBM Resiliency Services Service Line Representative, you will be expected to convey subject matter expertise and credibility in working with customers and internal IBM Opportunity Identifiers and extended IBM team members.
In this role, the selected candidate will support the daily operations of one or more MS locations including any or all of the following: copy production and finish work, operation of a mail center, maintaining billing logs and reports.
Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions; follow the escalation process; follow the shift hand-over process; update work logs; update the knowledge base.
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of IBM technical products, programs. Performs top tier problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.