Technical Support Professional-AMS

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 perform and manage basic to moderate production support tasks, aligning with the ITIL framework. Your role involves managing incidents, changes, and problems, as well as monitoring production processing. Your primary responsibilities will include: • Incident Management: Perform and manage basic to moderate incident management tasks, escalating to higher levels when necessary. This includes identifying and resolving technical issues, as well as documenting incident reports. • Production Monitoring: Monitor production processing to ensure smooth operations and identify potential issues before they become incidents. • Problem Management: Identify and resolve problems, using root cause analysis to prevent future occurrences. • Change Management: Implement and manage changes to production systems, ensuring minimal disruption to services. • ITIL Framework Alignment: Adhere to the ITIL framework, ensuring that all support tasks are performed in accordance with established best practices.

Required technical and professional expertise

• Database Management Exposure: Exposure to database management concepts, including data modeling, normalization, and querying. • Operating Systems Familiarity: Experience working with various operating systems, including installation, configuration, and troubleshooting. • Programming Languages Knowledge: Exposure to multiple programming languages, including syntax, data types, and control structures. • ITIL Framework Understanding: Basic understanding of the ITIL framework, including incident, change, and problem management processes. • Production Support Experience: Experience performing basic to moderate production support tasks, including monitoring production processing and managing incidents.

Preferred technical and professional experience

• Advanced Database Skills: Exposure to advanced database management concepts, including data warehousing and business intelligence, would be beneficial in this role. • Scripting Language Knowledge: Experience working with scripting languages, such as Python or PowerShell, would be advantageous in automating tasks and workflows. • Cloud Platform Familiarity: Familiarity with cloud platforms, including deployment and management, would be valuable in supporting cloud-based applications.