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.
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Your Role and Responsibilities
Welcome to IMS! Our team is passionate about supporting client transaction processing and database applications around the world. We helped put a man on the moon and have been delivering innovative, scalable, reliable, and high-performing software for decades.
We are seeking a dedicated team member interested in working on a great team that is committed to supporting IBM IMS customers across the globe. We are looking for candidates with prior support experience and a strong technical background. The candidate should have demonstrated written and verbal communication skills in English. The candidate should also be capable of putting the needs of the customer first while being mindful of technical best practices.
As a Technical Support Professional, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting, to deploying workarounds or fixes. You leverage and train IBM AI and other cognitive-based knowledge sources for high quality and timely problem resolution. You create and reuse knowledge assets and content to promote client self-sufficiency. You coordinate input from Development, Services and Field teams to deliver a technical solution. You collaborate with Development to drive product quality, functionality and usability improvements. You understand the client’s business and technical needs and act as their trusted advisor for successful deployment of IBM products.
Required Technical and Professional Expertise
1+ years hands on experience servicing/managing transactions and/or databases on mainframes
1+ years experience reading mainframe dumps
1+ years experience in problem troubleshooting, analysis, and resolution
Working knowledge of input/output transactional applications
Working knowledge of programming languages (Assembler, Cobol, PL/X, Java)
Ability to analyze system output from system ABENDs (logs, dumps)
Able to diagnose problems ranging from coding defects, configuration issues, or performance
Excellent communication and being able to describe findings to both clients and developers
Basic knowledge of Customer Relationship Management tools such as Salesforce
Preferred Technical and Professional Expertise
2+ years hands on experience servicing/managing transactions and/or databases on mainframes
2+ years experience reading mainframe dumps
2+ years experience in problem troubleshooting, analysis, and resolution
Prior experience working with IMS and z/OS
Prior experience using Customer Relationship Management tools such as Salesforce