Mission:
Cross Platform Client Advocacy team (DM) partners with IBM Clients (external/internal) and IBM Delivery Support teams to ensure the best client support experience possible. DM immediately assume the role of client advocate and engages the necessary resources to progress or resolve the client's problem. Knowing that very satisfied customers are loyal, DM is focused on improving the client experience. Our goal is to embrace innovative solutions and support services IBM is providing to our clients.
Duty Manager Job Description:
As a Duty Manager, you will be responsible for the management of escalated cases, ensuring that they are managed by the correct technical resources or other cross organization resources. Ensuring timely assignment and resolution of business impacting events. DM is also responsible for communicating with management and stakeholders, while coordinating engagement with technical teams.
Responsibilities:
1. Client Advocacy: Assist with addressing support related questions, case engagement to drive a positive client experience by real time engagement.
2. Escalation focal point: Case needs escalation. Work with the client and the technical team to find the right technical skills to address the issue at hand.
3. Management/technical/process notification: Addressing any issues encountered from the tech or process improvements
4. Monitoring of critical situations S1/SD. Ensuring resource assignment, Monitoring and ensure timely problem resolution, Emergency Response Manager engagement.
5. Expediting service delivery issues: Responsiveness, professionalism, skills, etc.
6. Able to succeed in complex and stressful situations
7. Reporting on incidents and trends.
8. Overseeing multiple teams engagement to ensure continuity of an escalated incident
9. Make and execute decisions on behalf of IBM management that could directly impact client satisfaction.
10. Case management: Updating Case properly with action items discussed with client, next action, and root cause identification (DM cause code), etc.
11. Support IBM potential revenue opportunities by Initiate billable on-site service requests: Expert Lab Service
Duty Manager Process At-a- glance
• Process begins with a technician or a Receive Call (RC) agent contacting the Duty Manager (DM) muster answer line with question or whatever the issue the caller presents them with.
• This could be a support delivery related questions or an escalation from a caller (internal or external)
• DM accept the call and discuss the issue with the caller
• DM assess the situation for resource coordination
• Examples of calls:
• System down notification
• Responsiveness
• Technical skills/knowledge
• Time to resolution
• Media related / Fix Central related issues
• Service Request (IBM Portal Related / My Support)
