Technical Support Professional

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
As an IBM z/OS Technical Support Professional you will be part of a team that provides technical support to IBM Z software and solutions. In this role you will provide technical support assistance to IBM 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.

As a Band 9 Technical Support Professional you must already be capable of demonstrating extensive technical and process knowledge and ability to apply deep debug analysis of specific component areas within the IBM Z operating system. Your primary role will be to ensure timely response to IBM Z clients’ high priority cases. Some off shift and weekends support coverage will be required. You will join a team that is dedicated to ensuring that the support agreement terms and response times are met.

You will be responsible for recommending and implementing new improvements to existing technical support tools procedures and processes. You will be expected to identify opportunity for improvements to z/OS products to achieve greater reliability uptime and serviceability. You should exhibit strong problem-solving skills a desire to face new and unique challenges each day and strong communication skills.

Required Technical and Professional Expertise
• Excellent English communication skills (verbal and written)
• Acting in a respectful and professional manner to represent IBM to its high-profile clients
• Working in high pressure dynamic situations with a large degree of autonomy
• Being agile and open-minded to quickly adapt to procedures and tools required for the position
• Focused and results oriented with commitment to accuracy and attention to details
• Excellent organizational analytical and problem determination/solving skills
• Ability to demonstrate subject matter expertise in particular areas of the IBM Z operating system pertaining to sysplex and other core operating system components
• Demonstrate knowledge of optimal IBM Z operating system performance and ability to analyze anomalies

Preferred Technical and Professional Expertise
• z/OS Assembler PL/X and SVC dump debugging experience (10+ years)
• z/OS support development test or system programming experience (10+ years)
• Client facing technical support professional experience (10+ years)
• Experience working with a global team