IBM Software Imaging Team Lead in HEREDIA, Costa Rica

This individual 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 working with other Team Leaders, planning and managing resources to provide correct levels of cover. Sets challenging but achievable team targets to match business metrics, performance standards and SLA's and manages Individual and Team Performance. Subsequently, aligns individual and team training requirements with business needs within budget guidance. Manages 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, improvement of PMR resolution and respect of procedures. For example % of calls taken live, Time a PMH or a PMS spent in FO and BO, calls handled according to severity and priority, calls closed when clients agree, PMR or PMS are correctly documented before transmission to the next level of support.). Ensures effective resolution of complaints, takes responsibility for final decisions on call resolution and escalation, improves backlog management. Foster team building by encouraging individuals to share knowledge, highlighting problems or critical situations to management or team, being pro active 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 his team. Ensures skills assessments of team members are current.The employee focuses on individual/team/department/ operational objectives.Skills:Environment:Professional knowledge related to incumbent's department or function.Communication/Negotiation:Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.Problem Solving:Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance andimprove or develop complementary adjustments /solutions.Contribution/Leadership:Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.Impact on Business/Scope:Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.

  • • Detailed knowledge of Windows (Win 7/Win 8)), windows registry, Applications, and computer drive imaging technologies(WDS - Windows Deployment Service, Symantec Ghost), and client platforms and related hardware

  • • Experience in handling 3rd or 4th level deep technical support of end user computing environments

  • • Experience in Handling Windows Imaging Projects

  • • VB Script(Visual Basic) & Pearl Scripting

  • • Windows WDS(Windows Deployment Service)

  • Fluent English

  • Experience as a Team leader or people manager skills.

  • Lead Course

Client Innovation Center (CIC)

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.