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

We are seeking a motivated and innovative individual who understands the IBM z/OS, to provide remote technical support.

Responsibilities:

• Provides technical support assistance to IBM Customers and IBM Product teams
• Uses problem determination and problem source identification skills
• Problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions, and uses technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution
• Communicates action plans with the customer or IBM representative as appropriate
• Recommend and implement new or improvements to existing technical support tools, procedures, and processes
• Contributes to their department’s attainment of organizational objectives and high customer satisfaction.
• Document problem solutions within the company knowledge base and manage requests priorities daily

The individual will work with all technical support teams within IBM and desire to continuously learn and share expertise.
* Occasional late shift and weekends work may be required.

Required Technical and Professional Expertise

• Minimum 3-5 years experience in working with Z/OS, MVS, TSO
• Minimum 3-5 years experience in Java
• Minimum 2-3 years experience in customer support
• Understanding of host base architectures and knowledge on the layout and usage of z/OS memory, real and virtual
• Proven experience of IPCS tools and commands for analyzing system and heap dumps
• Proven experience installing, configuring of z/OS products which integrates with Unix System Services (USS), RACF, TCP/IP and APPC
• Excellent communication skills in English (both written and verbal)
• Analytical ability (Problem determination/troubleshooting/researching)
• Good time management and organizational skills
• Self-starter & ability to work effectively in a team environment
• Bachelor’s Degree in a relevant field (Engineering, Computer Science, IT)

Preferred Technical and Professional Expertise

• Knowledge of other MVS subsystems and J2EE technologies is a plus (e.g. CICS, DB2, IMS, Web Services for CICS and IMS, Service Oriented Architecture)
• Knowledge of working with Linux / Unix, open-source code, OpenShift, Integrated Development Environments (IDEs) like Eclipse, Microsoft Visual Studio Code will be an asset