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
The Emergency Response Manager (ERM) will take an escalation from a Product Field Engineer or Duty Manager and engage with an IBM customer as the ERM for the management of a business impacting event where a system is down or severely degraded. The ideal candidate must have crisis management and customer communication skills to interface from customer CIO / ‘C’ level executives to server/storage administrators. ERM will quickly assemble an emergency response team and be responsible for a) Single point of communication with the customer throughout the recovery process b) Manage the Technical Support Team to resolution c) Compose and publish updates to IBM Executives d) Warm transition to next shift if outage persists. We are looking for a Senior/Experienced skill with up to executive level experience in Technical Support and willing to work shift / non-traditional work schedule.

Knowledge of IBM Systems hardware & software and competitive IT architectures is a definite advantage. This role is part of a worldwide team working in a Follow the Sun mode (FTS) covering client critical situations 24x7x365. Candidate needs to demonstrate leadership and ability to effectively manage IBM worldwide resources to handle complex account situations and to lead the teams for a successful client experience. He/she will need strong interpersonal and negotiation skills allowing support of critical customer situations often in inter cultural environments and excellent oral and written communication skills. Additionally, he/she needs to be familiar with Project Management techniques, architectural thinking and be able to lead technical project teams.


  • Must be legally eligible to work in Canada without sponsorship

Required Technical and Professional Expertise

  • Executive Interface,
  • Storage or Server Knowledge,
  • Customer Interface

Preferred Technical and Professional Expertise

  • Executive Interface, Storage or Server Knowledge, Customer Interface, Multi-lingual

About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate – they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio  designed for cognitive business and optimized for cloud computing.

Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Sudan, and Syria) on a work permit, you are not eligible for employment in this position.

Being You @ IBM
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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