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Introduction
When you join IBM, you join a culture of openness, collaboration, and trust. Join us and experience a place where you can co-create your learning and opportunities. A place where teamwork and unique ideas are treasured. A place where you can bring innovation to life.
Your role and responsibilities
In this role you will be a technical focal point and trusted advisor to clients who have purchased our premium support offerings for IBM Storage.
This role will require a high level of technical and communication skills. Establish credibility and build trust with IBM Premium clients. It requires analytical thinking and problem-solving skills to quickly identify client’s situation and expedite problem resolution by engaging the appropriate technical resource.
The TAM facilitates monthly meetings, provides reports, advice on best practice and makes recommend actions. He/she ensures all contractual deliverables are met.
The individual must be highly motivated with strong technical skill in cloud-native platforms and container orchestration as well as organizational skill. He/she must be self-driven and is willing to operate in constantly evolving environment.
The role provides high visibility within the support organization, requires cross team collaboration including Product, Sales, IBM Client Care team and Business Partners.
Additional Responsibilities:
- Provide remote troubleshooting and analysis assistance for usage and configuration questions
- Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
- Identify known defects and fixes to resolve problems
- Develops best practice articles and support utilities to improve support quality and productivity
- Respond to escalated customer calls, complaints, and queries
The job will require flexible schedule to ensure 24x7 support operations and weekend on-call coverage.
Required education
Associate's Degree/College Diploma
Preferred education
Bachelor's Degree
Required technical and professional expertise
- At least 2 years experience working in the area of remote technical support, technical advisor or service delivery (Field).
- Knowledge in Storage, Networking and Server (Lenovo & Dell)
- Red Hat OpenShift (Deployment, Configuration, Operator Framework, Monitoring) including CEPH/Defender
- Red Hat Certified Specialist in Containers and Kubernetes (DO180)
- Ability to communicate technically
- Experience in crisis management and client interaction in Federal Accounts
- Excellent computer skills – MS Office
- Fluency in English - both verbal and written