Job Details
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Job Description
- Take full ownership of high-impact & complex technical escalations in order to prevent out-of-process issues.
- Collaborate with the Technical Service Manager (TSM) and Escalation Manager (EM) organizations through agreed processes
- Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports
- SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
- Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required
- Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
- Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date
Job Requirements
Essential Requirements:
- Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management
- Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
- Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
- Document best practices and knowledge base articles to drive service improvements
- Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
- Drive continual technical improvement through targeted certification (based on the needs of the business)
The Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by:
- Attending all required technical, business and functional training sessions
- Championing a customer-focused service delivery methodology through cross queue coordination
- Driving case ownership and management
- Driving and sustaining improvements in overall SR age and all quality metrics
- Driving first time fix on all service calls
Desirable requirements:
- Fluent English. FRENCH orany additional language appreciated
- Strong Enterprise environment knowledge and relevant Technical/IT Certifications appreciated (Storage+, SNIA, ITIL, etc.)
- Required experience on Midrange, Unity, VNX and other similar EMC products
- Required experience in a Technical Support Function role (Eg. Quality lead, Tech mentor, Technical Account Manager, etc.) or equivalent Services industry experience required
- Strong analytical/technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
- Diplomatic person, Customer focused and with proven skills in: Business acumen, ownership, accountability, prioritization, coordination, verbal & written communication, presentation & conflict resolution
