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Technical Support Professional - IBM Order Management System

IBM

IT, Customer Service

Bengaluru, Karnataka, India

Posted on Apr 24, 2025

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Introduction

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.

Your role and responsibilities

As an Sustainability Software Support Engineer, you will apply deep product expertise and skills in supporting our global clients on IBM Sustainability Software products with primary focus on Sterling Order Management Systems. Each implementation is unique in it's design. Providing for an constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take the on technical support issues of the top corporations in the world, we would like to meet you.

Previous knowledge of our products is a plus, but it is not a requirement for consideration. New hires will be provided training at a level beyond standard user functionality. Pairing with a mentor and continuing on in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms.

Responsibilities of a Support Engineer include but are not limited to: troubleshooting and analysis of customer issues. Managing customer expectations and relationships. Setting up test scenarios to duplicate problems. Composition of knowledge base articles describing issues that have been reported and their resolution. Escalating of defects to Level 3 for review and administration of communication and fixes between the customer and Level 3 support. Providing production down weekend support (on rotation) to customers in system down scenarios.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

5-10 years of overall experience
Extensive experience with Sterling Order Management/Sterling Order Management on Cloud or similar product in the market
Core Java / JEE preferred or any rogramming language proficiency
Troubleshooting skills especially Java code / logs
Database troubleshooting skills (DB2 or Oracle) connectivity, performance
Troubleshooting JMS/MQ connectivity, performance
Customer facing role includes shifts / weekend support on rotation basis
Customer facing experience spending on critical situations/war room to do live troubleshooting
Quick learner and ability to pick up new products on on-prem and cloud
Excellent negotiation skills, documentation skills, experience writing root cause analysis, knowledge base, technical blogs

Preferred technical and professional experience

Hands on with configuring WebSphere Liberty, WebSphere MQ, ActiveMQ, Kafka
Hands on with Containers on Kubernetes or Red Hat Openshift
Hands on with any UI development framework especially Angular
Troubleshooting performance problems at network, application backend or UI layer
Instana, New Relic or any equivalent Monitoring tools
Wireshare or tcpdump based troubleshooting
Prior experience in Product Support is a plus
Product Certifications is a plus

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

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