Technical Support Professional, IMS (Location - Mulitple)

Company: IBM
Location: San Jose, California, United States
Type: Full-time
Posted: 31.AUG.2021


IntroductionIntroduction :As a Technical Support Professional at IBM you are the first point of contact with our clients. Your main responsi...


IntroductionIntroduction :As a Technical Support Professional at IBM you are the first point of contact with our clients. Your main responsibilities are to provide technical support and assistance to clients and business regarding their software issues. 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.Your Role and ResponsibilitiesWelcome to Information Management System (IMS) Support! Our team is passionate about supporting client transaction processing and database applications for the most iconic and essential companies around the world. Since our origins within the Apollo Space Program, IMS has been delivering innovative, scalable, reliable, and high-performing software for decades. IMS is pervasive in the global economy today and we continue to add new features to IMS to adjust to the changing IT world.Job Description:Want to be part of a team that keeps the world's economy running? We are seeking a dedicated team member interested in being part of a talented team committed to supporting customers across the globe. We are looking for candidates with prior technical support experience and a strong programming and debugging background in transaction processing or database processing on mainframes. Problem troubleshooting, analysis, root cause determination, and resolution are key skills needed to excel in this position. The ability to communicate both through written and verbal communication in English is a must. The candidate should also be capable of putting the needs of our customers 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.+ lead the problem resolution process through analysis and troubleshooting, to deploying workarounds or fixes.+ leverage and train IBM AI and other cognitive-based knowledge sources for high quality and timely problem resolution.+ create and reuse knowledge assets and content to promote client self-sufficiency.+ coordinate input from Development, Services and Field teams to deliver a technical solution.+ collaborate with Development to drive product quality, functionality and usability improvements, understand the client's business and technical needs and act as their trusted advisor for successful deployment of IBM products.Candidates must currently live, or be willing to relocate, within 1 hour of the following locations: San Jose, CA, Research Triangle Park, NC, Poughkeepsie, NY or Austin, TXSYSzART19 and #GHOSTRequired Technical and Professional Expertise* 5+ years' hands-on experience servicing/managing transactions and/or databases on mainframes* 5+ years' experience reading mainframe dumps* 5+ years' experience in problem troubleshooting, analysis, and resolution* Working knowledge of programming languages (Assembler, Cobol, PL/X)* Working knowledge of input/output transactional applications* 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* Working knowledge of Customer Relationship Management tools such as SalesforcePreferred Technical and Professional Expertise* 8 years' hands-on experience servicing/managing transactions and/or databases on mainframes* 8 years' experience reading mainframe dumps* 8years' experience in problem troubleshooting, analysis, and resolution* 8 years' experience with programming languages (Assembler, Cobol, PL/X, Python)* Prior experience working with IMS and z/OS* Prior experience using Customer Relationship Management tools such as SalesforceAbout Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.Your matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.Being is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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