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Introduction

The IBM Australia Development Lab (ADL) plays a key role in developing and supporting IBM software products. ADL has skilled technical teams in locations around Australia engaged in many facet of software product development and support

 

As part of ADL, the Asia Pacific (AP) Customer Support teams deliver in-depth technical assistance to IBM customers and business partners, across Asia Pacific and worldwide.  The teams provide advanced technical support for a wide range of IBM products, enabling customers to extract the full value of their investment in IBM software, hardware and solutions. The team use their deep technical knowledge and proven problem solving skills to tackle complex and critical support issues, and is of strategic importance to IBM's global support network owing to the quality and skills of its staff, its language capabilities, and its location in Sydney, within a time zone between the Americas and Europe.

Your role and responsibilities

The role is within the DB2 Support team located in Sydney. This team of highly skilled and motivated individuals provide technical support to IBM clients with DB2 LUW database systems and related tools such as DB2 Client and connectivity related products across both on-prem and SaaS environments. The clients will be not only from Asia Pacific and but also from around the world. The Asia Pacific (AP) support hub handles severity 1 (down systems) cases as part of the worldwide 24x7 Follow-the-sun (FTS) program as well as non severity 1 cases.


Your responsibilities will include:

- Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
- Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
- Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills. You may have the opportunity to work closely with the DB2 development lab to identify and correct product defects.
- Communicating updates and action plans to customer or IBM representative via the phone, case updates and email as per response guidelines
- Contributes to department attainment of organizational objectives and high customer satisfaction.
- Ability to record and document each step of the problem solving effort including any interaction with the client DBA.
- Sharing knowledge and expertise with the team and also the clients, such as writing technotes, blogging, etc.
- Ensuring that an adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes

This role requires working a shifted week including a rostered weekend and some public holiday days as the hub is one of 3 worldwide support hubs that provide 7x24 support 365 days a year.

Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise

Qualifications:

 Applicants with one or more of the following Bachelor qualifications will be considered:
Engineering Degree (Electrical/Computer Systems/Software Engineering);
Science (Computer/Mathematics/Statistics);
Information Technology

Soft Skills Requirements:

- Ability to prioritise personal workload and multitask as required
- Ability to initiate self-learning of new skills & areas of the database & likewise with the Operating System, cloud platforms, programming languages, shell scripts in order to utilise these to assist solving problems
- Positive attitudes and willingness to solve complex problems and embrace change, despite difficulties.
- Excellent communication skills both written & verbal

Minimum Technical Requirements:
- Proficiency in at least one RDMS, such as DB2 UDB, Informix, Oracle, SQL Server, MySQL, etc.
- Proficiency in at least one of the following programming language ( C, C++, Java )
- Proficiency in at least one flavour Unix (Linux, AIX, Solaris, HP-UX)

Preferred technical and professional experience

Desired Technical Skills:
- Understands and applies knowledge of DB2 database servers including pureScale, DPF, HADR, BLU, Db2u container.

- Familiar with DB2 Application development concepts, techniques and debugging/troubleshooting DB2 application related problems.
- Performance tuning experience of DB2 LUW servers and/or applications.
- Experience with OS core file debugging, OS debugging and tracing tools.
- Programming skills in some or all of SQL, C, C++, Java, Unix shell scripting, Python, Perl, Unix system calls, etc.
- Familiar with multiple Unix variants such as Linux, AIX, Solaris, HP-UX and Windows.

- Experience with the main cloud providers such as IBM Cloud, AWS, Azure, GCP, and container technologies.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’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.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.