Technical Support Professional - IBM Supply Chain Order Management

Premium Support Critical Event Readiness & Rapid Response

• Serve as the primary technical contact during high-impact client events such as go-lives, peak sales periods, or system outages involving IBM Sterling technologies.

• Provide rapid, informed responses to minimize business disruption and ensure continuity for premium support clients.

• Apply in-depth knowledge of proprietary IBM Sterling software and saas architecture to quickly assess issues, identify root causes, and deliver optimal solutions under pressure.

• Act as a customer advocate, coordinating across internal teams to ensure timely resolution and clear communication during critical incidents.

Engineering, SRE & Product Collaboration

Partner with Engineering, SRE and Product Management teams to identify and resolve potential product defects within IBM Sterling's proprietary software.

Use deep technical expertise to isolate complex issues through simulation, experimentation, and root cause analysis.
Translate findings into clear, actionable insights, to enable clients to design and implement long-term solutions.
Act as a bridge between client-facing support and product development, ensuring customer-impacting issues are addressed with precision and urgency.

Process Improvement and Workflow Optimisation
Contribute to the design, refinement, and evolution of team workflows-from case assignment and routing to proactive monitoring and closure.

Continuously assess and enhance support processes to improve efficiency, scalability, and deliver a high quality client experience.

Collaborate with peers to identify bottlenecks, implement best practices, and drive operational excellence across the support lifecycle.

Champion a culture of continuous improvement, ensuring our support model adapts to changing client needs and business goals.

Required education

Bachelor's Degree

Required technical and professional expertise

Required Skills

• Experience working in an enterprise software technical support environment
• Experience developing, deploying, debugging of Java / J2EE applications
• Database administration skills and an understanding of SQL and relational databases Unix/Linux/Windows system administration skills
• Proven oral/written communication and organizational skills
• Ability to multi-task and re-prioritize under pressure
• Interest to be in a client-facing role, working with leading edge technology and commercial Supply Chain and e-Commerce vendors.
• Familiarity cloud-native technologies including Docker containers, Red Hat Open Shift,
• Kubernetes orchestration, NoSQL databases such as Cassandra
• Familiarity with other programming models and open standards including Angular, Micro service architecture, RESTful APIs, Java Messaging Service (JMS), Apache Kafka
• Understanding of continuous delivery development principles and practices.

Performance & Optimization Skills

• Experience diagnosing and resolving performance bottlenecks in enterprise Java applications (e.g., thread contention, memory leaks, slow database queries).
• Familiarity with profiling tools such as VisualVM, JProfiler, or YourKit to analyze JVM performance.
• Ability to interpret and optimize SQL queries and database indexing strategies for high-volume transactional systems.
• Understanding of system resource utilization (CPU, memory, disk I/O, network) across Unix/Linux/Windows environments.
• Experience analyzing application logs and metrics using IBM Instana, Grafana, splunk etc
• Knowledge of load testing and stress testing methodologies using tools like JMeter or Gatling.
• Ability to correlate performance issues across application, middleware, and infrastructure layers in distributed systems.
• Experience diagnosing and resolving performance bottlenecks in messaging middleware like MQ, Kafka etc

Preferred technical and professional experience

Familiarity with other programming models and open standards including Angular, Micro service architecture, RESTful APIs, Java Messaging Service (JMS), Apache Kafka

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.

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OTHER RELEVANT JOB DETAILS

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

Client-provided location(s): Dublin, Ireland

Job ID: IBM-59857

Employment Type: OTHER

Posted: 2025-09-26T18:48:48