Accelerate
your career as you help reinvent the value and impact of information
for business everywhere. At EMC, we are leading customers on their
journey to cloud computing by enabling them to store, manage, protect
and analyze their information assets in a more agile, trusted and
cost-effective way. If you are passionate about technology and want to
be part of the information management revolution, join more than 50,000+
EMCers around the world who are leading the journey to the cloud.
RSA,
The Security Division of EMC, is the premier provider of security, risk
and compliance management solutions for business acceleration. RSA
helps the world's leading organizations solve their most complex and
sensitive security challenges. These challenges include managing
organizational risk, safeguarding mobile access and collaboration,
proving compliance, and securing virtual and cloud environments.
Combining business-critical controls in identity assurance, encryption
and key management, SIEM, data loss prevention, continuous network
monitoring, and fraud protection with industry leading eGRC capabilities
and robust consulting services, RSA brings visibility and trust to
millions of user identities, the transactions that they perform and the
data that is generated.
Provides
focus and drives consistency in the execution of all Maintenance
Support Services-MSS related matters to a strategic account/customer.
Acts as EMC MSS ambassador to the customer and as the customer's
representative within EMC. Individual leverages the support of local and
corporate resources in managing and attaining a high level of customer
satisfaction. Identifies, informs, and works with the account team on
potential sales opportunities. Nurtures customer relationship and acts
as a sales enabler to drive re-purchase loyalty toward EMC equipment and
software. The individual ensures maximum correlation between customer
requirements and EMC services to strive toward delivering consistent
service levels by exceeding customer expectations. The Individual will
be responsible for providing detail reporting and trending analysis
using all MSS services tools.
Ensures consistent
communications between sales, TS as well as other MSS personnel. Also
responsible for communication to the customer, Storage Administrators up
to the Sr. Storage Director. Manages and coordinates the processing and
implementation of all MSS changes, including changes related to
customer requests, Field Change Order (FCO), EMC Technical Advisory
(ETA), and reconfigurations. Maintains awareness of all service matters
including Technical Solutions implementations and activities.
Coordinates service activities with EMC account team and local MSS
resource(s) to ensure all customer needs and expectations are met. Must
have the ability to make sound judgment or decision during a major
crisis. Functions as the single point-of-contact for service activities.
Develops
a joint Account Management Plan (AMP) and is responsible for executing
against that plan in conjunction with Technical Solutions and Account
Team. The AMP plan must include Escalation path and Processes, EMC
Client Organizational charts and service. The AMP must also support best
practices. Responsible for maintaining a high level of awareness of all
service issues effecting the EMC product environment including
proactive problem avoidance behavior and maintenance practices. Prepares
and presents Field Change Order (FCO) and EMC Technical Advisory (ETA)
materials to the account team and customer. Provides consolidated
information in the form of reports on all service related account
activity, eg- details on upgrade and execution.
Develops a
joint Account Management Plan (AMP) and execute against that plan in
conjunction with Technical Solutions and account team. Maintains high
level of awareness of service issues effecting the EMC product
environment including proactive problem avoidance behavior and
maintenance practices.Prepares and presents Field Change Order (FCO) and
EMC Technical Advisory (ETA) materials to the account team and
customer. Provides consolidated information in the form of reports on
all service related account activity.
Manages all commercial
aspects of the service maintenance contract relationship with the
customer. Ensures compliance levels are met in accordance with all
maintenance contracted service level agreements. Attends regular review
meetings with customer's operational personnel team. Presents all open
cases and details regarding upcoming events. Participates in the
planning, approval, and implementation of approved change management
requests. Coordinates and drives change management process for the
customer as well as ensures EMC's processes is executed against.
Compiles
and maintains account information; equipment portfolio, configurations,
microcode status, installation dates, lease or purchase information,
maintenance coverage levels, contracted coverage dates and renewal
schedules. Conducts and leads MSS account review meetings with the
customer. Account reviews will include open case load trending and
measurements of EMC SLAs. Identifies, facilitates and ensures effective
communication of all technical queries and problem resolution from the
customer to corporate resources. Ensures suitable levels of service
personnel and activity during problem resolution at all locations.
Manages installations, upgrades and servicing of all EMC equipment in
conjunction with local MSS staff at all locations of assigned customer.
May also be requested to function as a Project Manager rolling out
internal MSS initiatives ensuring customer expectations are
met/exceeded.
Documents and manages action items, assigned
owners, and timeline of events during a break/fix customer impact event;
drives corrective action plan. Participates in Root Cause Analysis
including incident and problem management activities. Participates and
leads highly technical escalation and management conference calls;
assumes leadership role in providing case status updates to MSS
management, account team and director level customers. Able to clearly
articulate concerns and issues to the customer. Ensures EMC best
practices and methodologies are adhered to on a consistent basis. May be
called upon to assist with other MSS related activities.
Crisis
management skills. Assessment skills. Communication skills both written
and verbal EMC Proven Professional Certification desired
RSA
Security (part of global giant EMC) is the leading IT Security company,
based in the heart of the Thames Valley business hub of Bracknell,
Berkshire. Bracknell town has significant involvement in the information
technology industry and this sought-after location is home to an
impressive array of well-known IT companies. Close to junction 10 of the
M4 motorway, only 25 miles from Londons Heathrow Airport, as well as
being only 2 miles from Bracknell Train Station (with direct links
to/from London and Reading), the RSA offices are easily accessible by
road, rail and air.
When
you choose EMC, you join a diverse world of innovative thought leaders.
At our core is a commitment to workplace diversity, the sustainability
of our planet, and community corporate involvement. We offer highly
competitive salaries, bonus programs, world-class benefits, and
unparalleled growth and development opportunities-all to create a
compelling and rewarding work environment.
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