Introduction
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.
Your Role And Responsibilities
As a Technical Support Professional: Technical Account Manager, you will combine customer partnership and consultancy with direct engagement on high-priority cases, providing premium and proactive services to clients in support of IBM Systems hardware and software products. You will specialize in advising, consulting clients, and owning client relationships for all questions related to the product/solution.
Your Primary Responsibilities Will Include
- Provide Technical Expertise: Apply expertise in advising and consulting clients on IBM Systems products, operating systems, and Hybrid-cloud Infrastructure Solutions, analyzing data, trends, and logs to prevent technical issues and propose technical environment improvements.
- Client Relationship Management: Regularly communicate with clients on new solutions and product releases, fixes, and versions, proposing configuration enhancements and participating in the change management process.
- Collaborative Problem-Solving: Collaborate with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution.
- Coordinate Client-Centric Tasks: Coordinate tasks such as Proactive, Predictive, and Remote code load activities for clients, guiding onsite engineers and clients for installations, upgrades, and monitoring set-up activities.
- Analyze Client Environment: Use the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze client environment data, identify root causes of problems, and propose technical environment improvements.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Exposure to IBM Storage Products: Familiarity with IBM Systems hardware and software products, including operating systems like AIX, IBMi, and RedHat (OpenShift), as well as networking and IBM hybrid solutions.
- Technical Troubleshooting: Experience working with data analysis tools, such as the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to identify trends and logs, prevent technical issues, and propose technical environment improvements.
- Client-Facing Experience: Exposure to client relationship management, including regular communication with clients on new solutions and product releases, fixes, and versions.
- Collaboration and Knowledge Sharing: Experience working collaboratively with other teams, such as Support, Complaint Management, and Development, to enable knowledge sharing and facilitate expedient issue resolution.
- IT Service Management: Familiarity with IT service management principles, including change management, problem management, and configuration management.
Preferred Technical And Professional Experience
- 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)
- RedHat 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
