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Introduction

Enterprise asset management systems (EAMs) are a component of asset lifecycle management strategy that combines asset management software, systems and services to lengthen asset lifespan and increase productivity. IBM has different asset management offerings to cater different customer requirement. We are a global support team handling many WW customers using IBM enterprise asset management software. The Support Solution Architect role will be working towards building a robust support system for the organization with primary focus on customer excellence and improve KPIs.

Your role and responsibilities

As a Support Solution Architect you will be responsible for technically leading the support team of Asset Life Cycle Management Suite of products - Maximo, MAS, TRIRIGA and Maximo Renewables. Your primary responsibilities include:

1. Driving mission critical customer deliverables such as product migration, upgrade, application modernization, containerization and resolution of business critical issues.

2. Requirement analysis and transformation of key customer requirement into solution.

3. Strategize methodologies to enhance support team performance and deliverables by using state of art tools and technology.

4. Streamlining support processes and introduce best practices to improve customer support efficiency.

5. Responsible for key stakeholder and executive communication for escalations.

6. Build a technically competent support team and ensure the team is adapting to evolving technologies.

7. Drive innovation and work toward building reusable assets that contributes to enhancing productivity.

Required education

Bachelor's Degree

Required technical and professional expertise

1. Experience is handling customer escalation, stakeholder management and executive communication.

2. Strong knowledge is Java based enterprise application design and implementation.

3. Experience in working with multi-tier architecture. Sound knowledge with front-end and back-end systems.

4. Deep troubleshooting skills in core technologies such as Java, Database, Networking, Containers, Container Platforms, Application Servers and Messaging.

5. Expertise in code debugging and log analysis such as thread dumps, heap dumps, network tracing and et cetera.

6. Familiarity with support processes and tools such as Salesforce, Git and Jira.

Preferred technical and professional experience

1. Experience in working in IBM Asset Lifecycle Management suite of products.

2. Hands on with performance troubleshooting/benchmarking.

3. Good understanding of CI/CD pipelines and Devops

4. At least 15 years of Industry experience is handling customer escalation, stakeholder management and executive communication

5. Publications and content development.