Claudia Yang Email and Phone Number

IBM Global Competency Center (GCC) was formed in 2008 and has around 200 talented professional in Shanghai. The center supports IBM Technical Support Service (TSS) all around the world, primarily in areas of Service Planning, Warranty Management, Education Management, Information Analytic, Business Technology and other Back office Business supports. The center focus is in the transformation and reinventing of Remote Management Plays in TSS to enable IBM in the delivery of state-of-art services and value to its customers.As the senior and second line manager of GCC, Claudia reports to the GCC executive directly and is in charge of BTIA department which includes three functions (global Business Technology, Information Analytic and Business Operation) with over 130 IBM regulars and 4 first line managers.The Global Business Technology team is responsible for IBM TSS global Operational tool development, maintenance and support; The information Analytic team, which acts as IBM TSS global report warehouse, is responsible for the global business analysis, reports development and optimization, Database administration and development, reports globalization and standardization; The business Operation team is focus on IBM TSS process management which includes contract management, procurement management, Sales support management and delivery operation management.Claudia is in charge of all the above three functions. Her major responsibilities include  People management: Employee performance review; hiring; career path development plan,; resource optimization. Strategic department planning: resource planning and forecast, budget control and planning Sales Operation Support Business drive for BTIA functions Work together with IBM TSS Global for business tool standardization, operational report globalization and process optimization.

Operations manager for IBM Global Competency Center:IBM GCC (Global Competency Center) which belongs to GTS Technical Support Service provides overall operations service, such as Service Planning, Warranty planning, business operations, etc.As the Operations manager for GCC, I am responsible for the Business Operations for ANZ region which focus on the Multi-vendor management.People manager for the business operation team in GCC:Responsible for the people management for a team of around 40 people.

Activities:- Business relationship build up• Single point of contact for CME EMEA, AMS and APJ with BSS- China Hub.• Regular business communication between CME WW and BSS China-Hub.• BSS China-Hub capability packaging and demonstration- Potential requirements analysis• Potential requirement digging out with market intelligence and sensitivity.• Strategic consultant service providing.• Information collection to fulfill customer requirements• Solution build up, packaging and demonstration to customer to fulfill their potential requirements.- Business trend analysis and corresponding plan build up• Information collection from the above activities• Business analysis by SWOT• Business target setup• Action plan development• Target fulfillment

Activities:- Staff management: • Periodical communication with team members to clarify the team and personal goal, identify the task, define the R&R and maintain the team working atmosphere. - Resource allocation:• Allocate the resource within program for different projects based on the business trends and the company goal,.- Operational tasks• Process setup to efficient the team working (High performance culture/ Agile/ TSP&PSP)• Periodical report to senior managers (program and business status report; financial Earn Value reports; opportunity reports, etc)• Project Health check- Horizontal program cooperation

- Product manager for Siemens Mobile Switch Center• Presales support for Siemens Core network products.• Customer negotiation for Siemens core network product sales.• Customer central purchase negotiation stands for Siemens• Feature development and owner for Siemens Mobile switch center.• Siemens core network product presentation and demonstration to customer.- Customer “pain” digging out and corresponding solution development• Market trend analysis• Customer relationship build up• Customer workshop build up to dig out pain and present Siemens product capability• Solution packaging and promotion- Solution negotiation and bidding• Competitor analysis and information collection• Siemens feature based solution bidding.Skills: - Communication- Mobile core network

Activities:- Siemens MSC trouble shooting- System test- Solution providingSkills: - SS7 signalling- Siemens MSC

Worked in Siemens AG Software development department in Munich, Bad Hersfeld and Berlin as a support connection between China and Germany.Provide coding support to China for trouble shooting of the Siemens Mobile Switch Center for China Mobile, China Unicom and China telecom.Worked with the development team of Germany to analyze the 3G requirement from China customers and provide the related solutions.