IBM z/OS Technical Support Professional

Introduction
As an IBM z/OS Technical Support Professional, you will be part of a team that provides world class technical support for IBM Z software and solutions.

Your Role and Responsibilities
In this role, you will provide technical support assistance to IBM clients using problem determination and problem source identification skills in z/OS. This includes reading/analysis of code as well as a review of memory dumps, logs, and traces. In addition to technical skills in your IBM Z component, you will use your communication skills to directly interface with some of IBM’s largest customers. In doing so, you will be forming action plans and collaborating with the customer as well as other IBM teams to drive problems to a solution. Problems can take the form of usage/how-to as well as code defects.

After extensive technical and process training, our primary role will be to ensure timely response to Client high priority cases. Some off shift and weekends support coverage will be required as the candidate becomes proficient. Initial training will include building deep technical skills and process learning working alongside established and experienced technical professionals. With the deep skills established you will join a team that is dedicated to ensuring that the support agreement terms and response times are met.

You will be responsible for recommending and implementing new improvements to existing technical support tools, procedures, and processes. You will also be able to make improvements to z/OS products to improve reliability, uptime, and serviceability. You should exhibit strong problem-solving skills, a desire to face new and unique challenges each day, and strong communication skills. You should be willing to learn the ins-and-outs of your z/OS component as well as general IBM Z architecture skills. You should have strong knowledge of at least one programming language and be open to learning new languages that are unique to the IBM Z environment.

Required Technical and Professional Expertise
Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Math, Science, or related field, and/or equivalent experience.

• Excellent English communication skills (verbal and written)
• Acting in a respectful and professional manner to represent IBM to its high-profile clients
• Working in high pressure, dynamic situations with a large degree of autonomy
• Being agile and open-minded to quickly adapt to procedures and tools required for the position
• Focused and results orientated with commitment to accuracy and attention to details
• Excellent organizational, analytical, and problem determination/solving skills
• z/OS assembler or PL/X , SVC dump debugging experience
• Knowledge or experience working with one or more of:
  • Operating system administration, command usage, or troubleshooting
  • Operating system internals (e.g., kernel, file system, networking, client-server, performance)
  • Programming and scripting languages (e.g., C, Java, Python, or Shell)
  • Data Structure concepts and algorithms

Preferred Technical and Professional Expertise

• z/OS support, development, test or system programming experience
• Client facing technical support professional experience
• Experiences working with a global team