z/OS Technical Support Representative
Introduction
Hiring manager and Recruiter should collaborate to create the relevant verbia
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
The client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global importance for the company, providing end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software covering some of the biggest world markets.
Your role and responsibilities
The zSSA team provides U.S. (and branching out to All Geos) customers, the initial technical contact for z/OS, z/VM, z/VSE and DB2/IMS, which call in (voice) or send in (electronic) problems encountered. Candidates for this team are expected to perform Z customer support for the z/OS,
z/VM and z/VSE operating systems. z/OS includes Supervisor, Scheduler, IOS, DFSMS, DB/2, IMS and all components supported from z/OS BCP, z/VM and z/VSE Level 2 teams as well as to: - Listen to customer discussion and interact in a highly professional, courteous, tactful and technical manner to resolve customer problems.
-Provide resolution to known problems, conduct problem analysis, identify failing component in z/OS, z/VM or z/VSE operating systems through data base searches, order preventive software service and provide installation planning assistance.
- If the problem cannot be identified and resolved through data base searches and analysis of customer symptoms (Logs, etc...), forward (re-queue) the customer problem to IBM software specialists (Component SME aka L2) for further analysis.IBM will deliver product specific and process training to the selected candidates.
Required education
Associate's Degree/College Diploma
Preferred education
Bachelor's Degree
Required technical and professional expertise
Preferred Technical Aptitude (at least a 2 year College degree concentrating in the Computer or Math field and/or a strong Computer Operations background).
- z/OS operational system knowledge.
- Demonstrate strong communication and software diagnosis skills (in English) critical
as the work involves direct communication with external IBM customers who are
technical systems programmers, and this communication is usually the first technical
contact that the customer has with IBM.
- Ability to adapt to change
- Ability to work well on a teamLanguage Requirements: Fluent English (both written and spoken)
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Preferred technical and professional experience
Hiring manager and Recruiter should collaborate to create the relevant verbiage.
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