SEED Technical Support Experienced Professional - A9000/XIV
Issued by
IBM
This badge issued as achievement of advanced state of capability and experience with the corresponding product. The badge earner is able to take on complex problems, including root cause analysis and performance troubleshooting. In addition they are able to provide assistance and recommendations over most of the components in the client environment.
- Type Validation
- Level Advanced
- Time Years
- Cost Free
Skills
Earning Criteria
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Must be an employee of IBM
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Complete the Experienced Road Map
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Experienced Multi-Dimensional Assessment Skills Validated: -Peer to Peer communication & Technical assessment with experts in the field; -Work on a real case while being supervised and evaluated by a market SME or use a submitted case trough SEED approved monitoring forms; -Demonstrate proficient understanding of the standard hardware power repair procedures. Lab simulation and case studies; -Pass role play scenario: "Handle Client Impacting Events"; -Pass the final test
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Mentor and/or Tech Lead written Feedback to be presented and validated by manager.
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Tech Support specialist must prove that he/she constantly develop technical and professional skills as evidenced by a minimum of 1000 hours of cilent opened cases in the last 3.5 years. (SmartCare data collection can be presented as evidence)
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The badge request must be approved by first line manager.
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Tech Support specialist must prove that he/she is constantly developing technical and professional skills as evidenced by a minimum of 60 hours of training and personal development completed in the last 3.5 years.
Standards
The SEED initiative was inspired by feedback from both IBMers and Clients, motivated by our mutual desire to provide service excellence! After extensive research, the idea for the "SME" structure materialized. The right person, with the right competence, at the right time.