Premium Support Analyst
Job Details Software Group provides the foundation for On Demand Business.
We are the world's largest provider of middleware and the second-largest software business in the world, contributing about 15% of IBM's total revenue and one-third of its profits.
We have approximately 40,000 employees worldwide, including the world's largest direct software sales force of 13,000 people.
SWG works with 100,000 business partners worldwide, with more than 100 strategic ISV alliances.
We have 40 software research labs worldwide; more than 25,000 developers, 24 on-demand software centers; and 14,000 employees dedicated to open software technologies, including Linux, Java and XML. On-site resource with in-depth technical diagnostic skills in IBM WebSphere Application Server in zSeries platform to take direct charge to manage issues/outages which occur in the customer's environment regarding use of these products directly or peripherally.
Candidate must be able to quickly identify the source of any problem and direct/perform the necessary steps to resolve the issue collecting the required documentation, opening PMRs, communicating directly with the IBM L2 product support teams, communication to all levels of management within the customer organization, and expediting resolution of critical problems.
This position requires assistance in implementation of best practices and proactive measures in the customer's environment.
Candidate must demonstrate extensive experience in performing product diagnostics for WSAS on zSeries in complex large customer environments.
Extensive experience with IBM Product support processes required.
Candidate must be able to perform in a highly intense business critical environment and drive results.
WebSphere MQ product diagnostic experience preferred.
Bachelors Degree Computer Science or equivalent experience.
Retail Application Product knowledge.
Major Field of Study: Development, Information Technology Leadership/decision making/initiative; WebSphere Application Server (WSAS); ND Diagnostic Skills- UNIX/AIX; WebSphere Application Server Diagnostic Skills on zSeries; WebSphere Application Server Product Skills - UNIX/AIX; WSAS on zSeries Best Practices; Leading edge solutions, tools, products, technologies, techniques.
Candidate must have project management skills, account management skills and strong communication skills.
IBM Product Support Processes knowledge is also required.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
xnationalx Workplace C-Customer/Alternate Location Division Software Group: 7G-AIM APPLIC INTEG MIDDLEWARE Desired Skills Education Bachelors Degree/Equivalent Experience Major Not Applicable
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