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Form of work
SalaryPosition: Project Manager with Service DeskMgt expertise
Duration: 3 months+
Rate: Best Rate\Competitive
Location: Remote but on site NYC would be a bonus
Start Date: Immediate
Description:
Overview:
The customer utilizes an IBM Spectrum Scale HPC storage environment to support their end-users high-frequency trading environment. Currently there are numerous support cases open with IBM which is resulting in about 40 hours per week managing or working these cases.
The customer would like a resource to assist in the opening, tracking and management of these calls in conjunction with their internal IT staff and end-users. This role focuses on case management rather than technical expertise on the storage platform.
Analyze current process for opening, tracking, and managing support cases for IBM Spectrum Scale storage environment.
Determine the feasibility and implement standardized processes for case intake, triage, escalation, and resolution for support cases.
Collaborate with support staff to prioritize open cases based on severity, impact, and customer urgency.
Identify and escalate complex or recurring issues to the appropriate technical teams.
Designate clear ownership and timelines for each stage of the case lifecycle for support cases.
Collaborate with internal IT staff and end-users on opening, tracking and managing these calls with IBMt.
Track case resolution progress and ensure timely resolution for all relevant parties.
Analyze trends in support cases to identify potential product or service issues.
Communicate with staff regarding their support cases and facilitate clear and concise communication between all project stakeholders, including technical and non-technical audiences.
Develop and maintain support case documentation, including status reports, meeting minutes, and resolution(s).
Present project updates and reports to stakeholders regularly.
Job Type: Contract
Salary: $40,000.00 - $98,773.30 per year
Application Question(s):
- Please enter Desired salary and LinkedIn url
Experience:
- Scrum: 1 year (Preferred)
- Service Desk Mgt: 3 years (Required)
- IBM Spectrum Scale HPC: 1 year (Required)
- Project Manager: 3 years (Required)
Work Location: Remote
