- Role: Technical Support Professional
- Location: Bengaluru
- Company: IBM
- Salary: Not Disclosed
- Qualifications: Any Postgraduate
- Experience: 1 – 5 years
- Employment Type: Full Time, Permanent
About IBM:
IBM, a worldwide chief in IT services, has been found in India thinking about the truth that 1992 and has played a pivotal function in riding innovation for the duration of numerous industries, such as economic services, healthcare, telecommunications, car, authorities, and schooling. With its popularity for being an organization of preference, It gives a unique profession possibility for experts who are eager to be part of a transformative adventure in technology and customer service. One such position at IBM is the Technical Support Professional characteristic, which is part of the IBM Order Management System (OMS) Product Support group, primarily based in Bangalore, India.
Job Description:
The Technical Support Professional position inside the Sustainability Software division is geared in the direction of offering comprehensive help to IBM customers. The organization’s primary responsibility is to assist customers in troubleshooting and resolving technical issues associated with the IBM Order Management System (OMS). This is a dynamic, client-managing feature that consists of close collaboration with special departments inclusive of Development, Services, and Site Reliability Engineering (SRE) groups to understand and fix product issues.
Key Responsibilities:
1. Understanding and Defining Client Issues:
- One of the primary obligations of this feature is narrowing down and in reality, defining the technical scope of patron concerns.
- Professionals on this characteristic will manipulate purchaser expectations and ensure a deep facts of the difficulty in terms of its technical and commercial enterprise effect.
2. Problem Diagnosis and Resolution:
- The role involves making use of strong analytical abilties to diagnose and remedy problems efficaciously.
- Collaborating with particular useful resource businesses and the use of problem dedication/hassle evaluation competencies is critical.
- Support professionals should also prioritize troubles based totally on their severity and pervasiveness, aiming for short decisions whilst retaining exceptional careers.
3. Communication and Documentation:
- A key issue of the pastime is strong verbal exchange. This includes updating the consumer or IBM representative’s approximate development and motion plans as in step with the set-up response tips.
- Every step of the trouble-solving attempt wants to be meticulously documented, consisting of interactions with customers. This ensures transparency and enables a seamless switch of understanding.
4. Knowledge Sharing:
In addition to solving troubles, experts are expected to make contributions to the wider It information base. This entails sharing knowledge and writing technotes or blog posts on social media, thereby helping the entire institution develop and improve IBM’s dating with its clients.
5. Collaborative Work Environment:
The function encourages close collaboration with IBM’s internal groups, along with Development, Services, and SRE, to solve product issues.
6. Client-Facing Role and Rotational Shift Model:
Candidates ought to be organized to paintings in a patron-managing characteristic, to require rotational shifts and participation in on-name or manufacturing-down aid rotations.
Required Skills and Expertise:
1. Communication Skills:
The function needs strong written and verbal exchange abilities as it includes regular interaction with customers and internal groups. The capability to hold technical issues truly to every technical and non-technical stakeholder is key.
2. Self-Driven Attitude:
IBM values folks who are proactive and personal with a thirst for gaining knowledge. Candidates need a way to work independently at the same time as always looking to enhance their knowledge and abilties.
3. Technical Expertise:
Strong technical information in Java JEE, databases (alongside Oracle and DB2), and networks is vital for diagnosing and resolving issues.
Familiarity with Java middle, diagnostic logs, and JMS/MQ is critical for powerful troubleshooting.
4. Problem-Solving Abilities:
The feature requires incredible analytical and problem-solving abilties, particularly in troubleshooting complex problems in Java applications, databases, and messaging systems.
Preferred Skills:
- Database Troubleshooting: Experience with troubleshooting databases like Oracle and DB2 can be a precious asset.
- Agile Development: Familiarity with Agile techniques is fantastically favored as it plays a vital function in IBM’s product development and assistance methods.
- Knowledge of Containers and Cloud Technologies:
- Hands-on revel with Docker, Kubernetes, Red Hat OpenShift, or cloud systems like AWS can provide an aggressive edge.
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