Ref: RP805-1849

Job description / Role

Employment: Full Time

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

- Acts as a role model and discharge technical management within a team, encouraging mutual respect and commitment.
- Encourages groups to work together and takes responsibility for team building to optimize performance by engaging with other leaders, planning, and managing resources to provide correct levels of cover.
- Support teams in achieving or exceeding business metrics and elevating performance standards.
- Manages individuals and team performance. Subsequently, aligns individual and team training requirements with business needs within budget guidance.
- Manages & adapts daily, weekly, monthly process changes which may affect the team and reacts to and resolves issues inside and where practical, outside department.
- Ensures service levels and standards are maintained at all times,
- Ensures effective resolution of complaints, takes responsibility for final decisions on ticket resolution and escalation, improves backlog management.
- Fosters team building by encouraging individuals to share knowledge, highlighting problems or critical situations to management or team, being proactive in everything regarding team working behaviors.
- Represents the team at user group meetings and input to the development of new systems applications.
- Uses regular, effective performance reviews meetings within teams, reviewing and acting upon the weekly/monthly operating reports for team members.
- Generates performance and metrics reports to create insights on how to improve team performance.
- Ensures skills assessments of team members are current.

Requirements

Required Technical and Professional Expertise

- Working from office in US Time zone.
- Proven track record of achievements.
- In-depth knowledge of performance metrics.
- Excellent communication and leadership skills.
- Organizational and time-management skills.
- Decision-making skills.
- Technical hardware troubleshooting skills are a plus.

About the Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the region's technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the company's history and, today, IBM is much more than a "hardware, software, services" company. IBM is now emerging as a cognitive solutions and cloud platform company.

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