Your Role and Responsibilities

• We are looking for a Technical Support Professional to join the IBM Engineering Life Cycle Management (ELM) Product Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients. Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope. Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness. Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills. You work closely with the Services, Development and SRE teams to correct identified product issues. Communicating updates and action plans to customer or IBM representative as per response guidelines. Ability to record and document each step of the problem-solving effort including any interaction with the client. Sharing knowledge and expertise with the team and the clients, such as writing technotes, blogging in social media, etc.

Required Technical and Professional Expertise

• Strong communication Skills, both written and verbal.
• Familiarity with Agile methods and tools and process flows.
• Demonstrated teamwork orientation.
• History of learning and applying skills with technical applications
• Work in a customer facing role, on a rotational shift model basis, participation in on-call/production-down support rotation.
• Knowledge DBs and Networks a plus
• Good Troubleshooting skills in On-prem, SaaS, Platform and Network environments.
• Bachelor’s degree in Computer Science or related field, or equivalent practical experience.
• At least 1-2 years of industry experience.