Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in bengaluru
>
IBM
>
Technical Escalation Manager-Z platform

Technical Escalation Manager-Z platform

IBM

8 - 13 years

11 - 16 Lacs

bengaluru

Posted:1 day ago| Platform:

Apply

Skills Required

information technology virtual tape stakeholder management cics zos management skills technical management root cause analysis netbackup veritas netbackup system administration service excellence liaison it infrastructure

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your role and responsibilities
As an Escalation Manager you will be responsible for managing and resolving complex technical issues that have been escalated beyond standard support levels within the IT infrastructure domain. This role ensures that critical incidents are addressed promptly, root causes are identified, and preventive measures are implemented to avoid recurrence. The ideal candidate will have strong technical knowledge of the Z platform, excellent communication skills, and proven experience in stakeholder management under high-pressure situations. Responsibilities:

Serve as the primary point of contact for high-priority escalations related to the Z platform, including Z hardware, z/OS, CICS, IMS, DS8K and Hydra (virtual tape) and related offerings in the Z ecosystem.

Coordinate and lead cross-functional technical teams to investigate and resolve complex incidents.

Act as a liaison between technical teams, vendors, and business stakeholders during escalations.

Ensure clear, timely communication of incident status, impact, and resolution plans to senior management.

Coordinate root cause analysis (RCA) for major incidents and document findings.

Drive continuous improvement initiatives to reduce escalation frequency and improve incident impact and resolution times.

Track and report on escalation metrics, trends, and resolution performance.

Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise

Bachelors degree in information technology/Computer Science, or related field (or equivalent experience).

Minimum 8+ years of industry experience in customer-focused Technical Escalation Manager to lead escalation response for ciritical technical issue with below required skills.

Minimum 3+ years of relevant experience in Z platform roles (e.g. systems administration, network engineering, development, support).

Strong understanding of elements of the Z platform

Excellent problem-solving and analytical skills.

Strong communication and stakeholder management skills, especially under pressure.

Ability to work in 24x7 environments and manage on-call escalation duties.

Preferred technical and professional experience Preferred Qualifications

Experience in large enterprise environments using the Z platform.

Hands on experience in storage - DS8K and Hydra (Virtual tape) TS7700 is preferred

Familiarity with the IBM Z support, maintenance and escalation processes.

Competencies:

Calm under pressure and decisive in critical situations.

Strong leadership and coordination skills.

High attention to detail and commitment to service excellence.

Ability to translate technical issues into business impact for non-technical stakeholders.

More Jobs at IBM

Delivery Manager - RISK & Compliance - AML

Bengaluru

3 - 5 yrs

INR 5 - 7 Lacs

Delivery Manager-HUMAN Resources Operations

Bengaluru

6 - 10 yrs

INR 11 - 16 Lacs

Application Developer-Java & Web Technologies

Hyderabad

2 - 5 yrs

INR 7 - 11 Lacs

Deputy Manager Data Engineer - Analytics

Bengaluru

4 - 7 yrs

INR 10 - 15 Lacs

Data Scientist-Artificial Intelligence

Bengaluru

3 - 7 yrs

INR 14 - 18 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

IBM

Information Technology

Armonk

Login to

Please Verify Your Phone or Email

Confirm Action

Technical Escalation Manager-Z platform