Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your Role And Responsibilities
As a Technical Support Professional: AMS, you will utilize your technical expertise to perform and manage production support tasks, ensuring seamless operations and resolving incidents in a timely manner. This role requires a solid understanding of database management, various operating systems, and multiple programming languages, aligned with the ITIL framework.
Your Primary Responsibilities Will Include
- Manage Production Support Tasks: Perform and manage basic to moderate production support tasks, including incident, change, and problem management, as well as monitoring production processing. This involves identifying and resolving issues, escalating complex problems to higher-level teams, and ensuring minimal disruption to services.
- Incident and Problem Management: Take ownership of incidents and problems, applying technical expertise to resolve issues efficiently and effectively. This includes collaborating with other teams, communicating with stakeholders, and documenting incident reports.
- Monitor Production Processing: Continuously monitor production processing, identifying potential issues and taking proactive measures to prevent incidents. This involves analyzing system logs, performance metrics, and other data to ensure optimal system performance.
- Escalation and Collaboration: Escalate complex incidents or problems to L2 or L3 teams, providing detailed documentation and supporting the resolution process. Collaborate with other teams to share knowledge, best practices, and lessons learned.
- ITIL Framework Adherence: Ensure all support activities align with the ITIL framework, adhering to established processes and procedures for incident, change, and problem management.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Database Management Expertise: Experience with database management systems, including data modeling, normalization, and querying techniques. Ability to design, implement, and maintain databases to support application functionality.
- Operating System Knowledge: Experience working with various operating systems, including configuration, troubleshooting, and performance optimization. Understanding of OS-level security, patch management, and compliance.
- Programming Language Proficiency: Experience with multiple programming languages, including syntax, semantics, and ecosystem. Ability to write efficient, readable, and maintainable code to support application development and maintenance.
- ITIL Framework Understanding: Experience with the ITIL framework, including incident, change, and problem management processes. Ability to apply ITIL principles to ensure alignment with established processes and procedures.
- Production Support Experience: Experience managing production support tasks, including incident, change, and problem management. Ability to identify and resolve issues, escalate complex problems, and ensure minimal disruption to services.
Preferred Technical And Professional Experience
- Advanced Database Skills: Experience with database performance tuning, data warehousing, and business intelligence tools. Ability to optimize database queries and schema designs for high-availability applications. Familiarity with database security and access control mechanisms.
- Multiple OS Platform Expertise: Experience with multiple operating system platforms, including Windows, Linux, and Unix. Understanding of OS-specific security features, patch management, and compliance requirements.
- Scripting Language Proficiency: Experience with scripting languages, such as Python, Perl, or PowerShell. Ability to automate repetitive tasks, create scripts for data analysis, and integrate with other tools and systems.
