A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.
The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution would be advantageous.
Your primary responsibilities include:
Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.
Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.
Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.
Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.
Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.
Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.
Software Development and Delivery: Knowledge in roles involving software development and delivery, demonstrating proficiency in delivering software solutions.
Cloud/DevOps Engineering and Linux Administration: Knowledge in Cloud/DevOps engineering and/or Linux administration roles, showcasing expertise in cloud infrastructure and Linux systems.
Public Cloud or Hybrid Cloud: Knowledge with at least one major public cloud provider or large-scale private/hybrid cloud environments using container orchestration technologies.
Configuration Management Framework: Proficiency with a modern configuration management framework such as Puppet, Ansible, or Chef, demonstrating expertise in automating infrastructure management.
Monitoring Frameworks: Production experience with one or more monitoring frameworks such as Nagios or Prometheus, indicating proficiency in monitoring and maintaining system health.
Scripting Skills: Strong scripting skills in at least one language such as BASH, Python, or Ruby, showcasing the ability to automate tasks and streamline processes.
Source Control Management: Experience with source control management systems such as Git or Subversion, demonstrating proficiency in version control and collaboration.
Software Development Life Cycle: Understanding of the software development life cycle and delivery process, ensuring adherence to best practices and efficient project delivery.
Project Management and Stakeholder Collaboration: Ability to manage multiple projects, ensuring commitments and timetables are met, and partnering with internal stakeholders to design operational solutions.