IBM Z Remote Technical Support

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You'll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. As a Technical Support Professional, you will specialize in providing services to clients in support of IBM Systems products, operating systems, and Hybrid cloud Infrastructure Solutions, applying expertise in supporting Z hardware. You will work directly with clients to understand their technical environment status and impact on their business, recommending actions to resolve problems and enhance their environment. Your primary responsibilities will include:

• Analyze Technical Issues: Use Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze data trends and logs to determine technical issues, reading and analyzing system source code and logs to provide root cause analysis and identify defects.
• Provide Client Support: Work directly with clients to understand their current technical environment status and impact on their business, recommending actions to completely fix problems and enhance their environment with latest fixes, firmware, and OS levels.
• Implement Automation: Proactively use data analytics to implement automation, improve effectiveness, and enable smart routing for achieving exceptional client experience.
• Collaborate with Teams: Collaborate with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution.
• Deliver Expertise: Provide expertise and consulting for Premium Support clients, supporting multiple customers or dedicated customer support.
• Exposure to IBM Systems products and operating systems: Familiarity with IBM Systems products, operating systems, and Hybrid cloud Infrastructure Solutions, including supporting Z hardware.
• Experience with Cognitive Support Platform (Salesforce): Knowledge of using Salesforce and Watson Einstein Analytics to analyze data trends and logs to determine technical issues.
• Understanding of system source code and logs: Ability to read and analyze system source code and logs to provide root cause analysis and identify defects.
• Exposure to data analytics: Familiarity with using data analytics to implement automation, improve effectiveness, and enable smart routing.
• Experience with RedHat and IBM hybrid solutions: Knowledge of RedHat, networking, and IBM hybrid solutions, including their integration with IBM Systems products and operating systems.
• Familiarity with IT Service Management: Exposure to IT service management principles and practices, including incident, problem, and change management, is beneficial for this role.
• Knowledge of Cloud Computing: Familiarity with cloud computing concepts, including hybrid cloud infrastructure solutions, is advantageous for this position.
• Understanding of Networking Fundamentals: Basic understanding of networking fundamentals, including network protocols and architectures, is helpful for this role. Bulgaria Software Engineering Hybrid Entry Level Sofia, BG Sofia (2175) IBM Bulgaria Ltd Automation Business Networking Change Management Cloud Computing Integration Operating Systems Root Cause Analysis Routing Cloud infrastructure Salesforce Hardware Data Analytics IBM Z Systems Networking Fundamentals Remote Technical Support Source Network Protocols Service Management CRM Analytics