Workload Manager Review

My role as workload manager involved monitoring the case queue, doing first contact with the customer, and assigning cases to the engineers. I used tools for this: Salesforce, Excel, STAR and Slack. Once I got the hang of doing this role, with my manager's permission, I started working within one of the start-ups in the company for half a day. This involved writing SQL queries, creating requirements documents, and some meetings with clients.

I have learned to use some tools: Salesforce, STAR, Excel, Cloudpak for Data. Programming languages: Python, SQL Other skills I learned: design thinking, agile methodology, security and privacy aby design, intoduction to AI and machine learning Soft skills I developed: time management, communication, negotiation

Yes, once I got the hang of my role as workload manager, I was given the opportunity to take the lead on a project to help automate some of the queue monitoring process. Within the start-up, I was responsible for choosing my tasks for the week (provided they aligned with the business needs). I was also given the opportunity to be the project manager for part of the project.

I received a lot of support. I had 1-2-1 weekly meetings with the manager of the technical support team (my line manager) and with the CEO of the start-up. I also had daily standup calls with the start-up where I could raise issues and ask for help. There were also opportunities to get mentorship through networking programmes which I took advantage of. The culture is very conducive to getting help.

The company culture in general is welcoming and friendly. I reached out to and networked with employees senior to me from different parts of the business - most people are very receptive to this and willing to talk to you.

I really enjoyed my placement. My manager was very encouraging and was happy for me to explore other projects, and really tailor my placement to my interests and career aspirations. The teams I worked in were welcoming, professional and challenged me to improve and develop. I have come out of my placement with useful skills that I will take forward with me.

Yes

Don't be afraid to apply for technical roles even if you are worried you don't have all of the right skillset/experiences. They have a lot of training available. Reach out to IBM employees to hear more about different roles. Take advantage of the other opportunities available - there are lots of communities (both technical and social), and giveback things to get involved in.