z/OS Technical Support Professional

Introduction
Join an innovative team focused on delivering and maintaining IBM Z Operating System (z/OS) which runs IBM mainframe computers. We provide industry-leading solutions that make the world run today – planes and trains take off on time bank transactions complete in the blink of an eye and the world remains safe because of the dedication our Technical Support has to our clients. Whether you are working on projects internally or for a client Technical Support is critical to the success of IBM and our clients worldwide.

At IBM you will use the latest software development tools techniques and approaches and work with leading minds in the industry for solutions you can be proud of. Above all we are looking for applicants who will thrive in an open vibrant flexible fun-spirited collaborative environment and desire creative freedom and an opportunity to work on a high performing team!

Your Role and Responsibilities

• You will provide technical support assistance to IBM Z software and solutions clients using problem determination and problem source identification skills in z/OS. This includes reading/analysis of code as well as a review of memory dumps logs and traces.
• In addition to technical skills in your IBM Z component you will use your communication skills to directly interface with some of IBM’s largest customers. In doing so you will be forming action plans and collaborating with the customer as well as other IBM teams to drive problems to a solution. Problems can take the form of usage/how-to as well as code defects.
• You will be responsible for recommending and implementing new improvements to existing technical support tools procedures and processes. You will also be able to make improvements to z/OS products to improve reliability uptime and serviceability.
• After extensive technical and process training our primary role will be to ensure timely response to Client high priority cases. Some off shift and weekends support coverage will be required as the candidate becomes proficient.

Required Technical and Professional Expertise

• Strong knowledge of at least one programming language and being open to learning new languages that are unique to the IBM Z environment
• Excellent English communication skills (verbal and written)
• Acting in a respectful and professional manner to represent IBM to its high-profile clients
• Knowledge or experience working with one or more of: Operating system administration / Operating system internals (e.g. kernel file system networking client-server performance / Programming and scripting languages (e.g. C Java Python or Shell) / Programming and data structure concepts / Cloud and virtualization administration and usage / Coursework in Data Structures and Algorithms

Preferred Technical and Professional Expertise

• Bachelor’s degree in Computer Science Computer Engineering Electrical Engineering Math Science or related field and/or equivalent experience
• Familiar with or experience with IBM Z
• Growth and applying your technical knowledge toward solving problems
• Assessing customer situations then applying common sense to manage those situations
• Working with a global team to share ideas on how to work and solve problems
• Customer driven focus