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Introduction

In this position you will provide first line IBM Db2, Db2 Analytics Accelerator for z/OS (IDAA) or Db2 for z/OS customer technical support for some of IBM's largest global clients in banking, insurance, government, and manufacturing. You will be the primary interface, managing the support experience for these clients end to end. Using IBM's Cognitive Support Platform (based on Salesforce), you will review and research customer technical issues and questions, collect additional documentation, troubleshoot and recreate as needed/available. You will provide the best resolutions for IDAA technical support cases working closely with other teams i.e. IDAA development, Db2 for z/OS, Db2 for LUW, Linux, Systems, etc.

Rôle et responsabilités

Each implementation is unique in its design. Providing for a constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take on the technical support issues of the top corporations in the world, we would like to meet you.

New hires will be provided training at a level beyond standard user functionality. Pairing with a mentor and continuing in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms.wide range of stakeholders will be critical to ensure we meet the high standards expected.

Responsibilities of a Support Engineer include but are not limited to:

  • Providing Technical Support for issues reported by IBM Software customers.
  • Troubleshooting and analysing customer issues along with going on customer calls if there is a need.
  • Managing customer expectations and relationships. 
  • Setting up test scenarios to replicate problems. 
  • Composition of knowledge base articles describing issues that have been reported and their resolution. 
  • Escalating of defects to Internal Development teams for review and administration of communication and fixes between the customer and Development.
  • Providing production down weekend support (on rotation) to customers in system down scenarios.
Formation requise
Baccalauréat
Expertise professionnelle et technique requise

* I/T Administration and/or Customer Support Experience
 * Hands on OS experience, preferably Linux/Unix or z/OS
 * Aptitude to quickly learn and apply technology
 * Passion for problem solving
 * Strong English and communication skills

Expertise professionnelle et technique souhaitée
  • * Hands on experience with database technology/experience as a DBA
     * Hands on experience with z/OS

L'unité commerciale

Logiciels IBM insuffle de l'intelligence dans les opérations commerciales de base — de l'apprentissage machine à l'IA générative — pour aider à rendre les organisations plus réactives, plus productives et plus résilientes. Logiciels IBM aide les clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et de la durabilité. La capacité d'utiliser toutes les données est essentielle à cet égard, car la valeur de l'IA dépend de la valeur des données qui l'alimentent. Dans la plupart des organisations, les données sont réparties sur plusieurs nuages, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM permet de faire évoluer et d'accélérer l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour former, ajuster et déployer l'IA dans l'ensemble d'une entreprise. La plateforme infonuagique hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'exploitation dans des environnements hybrides, ce qui constitue une base flexible pour tirer parti des données, où qu'elles se trouvent, afin de bien ancrer l'IA au sein d'une entreprise.

VOTRE VIE CHEZ 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?

À propos d'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 500 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.