Technical Support

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
Technical Support Professionals resolve issues impacting client business and play a key role in enhancing the client experience. They lead the problem resolution process through analysis and troubleshooting of billing account technical issues and problems with variety of complexity through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact.

They create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. They coordinate and collaborate with Development Services and Field teams to ensure technical solutions are relevant timely and effective. They collaborate with Development to drive product quality functionality serviceability and usability improvements through intelligence gathered from case data and client feedback. They understand the client’s business impact and technical needs and act as their trusted advisor for successful utilization of IBM products & solutions.

Required Technical and Professional Expertise

• 10 to 17 years experience
• Proficient with software installation & management using SMP/E.
• Manage RACF.
• Manage system and user catalogs.
• Write manage & debug JCL scripts.
• z/OS system utilities (eg. IEBCOPY IEBDG IEBGENER etc).
• Setup & maintain z/OS USS (UNIX Systems Services).
• Create update and debug Job Entry Subsystem (JES2) parameters and statements.
• Manage storage using DFSMS.
• Manage z/OS communications products – SNA (VTAM) & TCP/IP.

Preferred Technical and Professional Expertise

• Basic or all of – IMS DB2 CICS MQS & SYSPLEX knowledge will be a big plus.
• Basic understanding of IBM Mainframe/supported hardware (CECs HMCs DASDs etc).
• Basic working knowledge of IBM z/VM OS.
• Working knowledge of IBM zLinux OSes.