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 for zOS, you will provide services to clients in support of IBM Z Operating System, utilizing the Cognitive Support Platform and direct client contact to resolve technical issues. Your technical expertise will help you understand the client's current technical environment and business impact, enabling you to recommend the best course of action. Your primary responsibilities will include: - Identify Root Technical Issues: Collaborate with clients to identify and understand the root cause of technical problems, assessing available options to determine the best resolution. - Assess Client Environment: Gather information about the client's technical environment and its impact on their business, ensuring recommended solutions meet their needs. - Recommend Solutions: Based on your analysis, provide recommendations for resolving technical issues, ensuring client satisfaction with hardware and software maintenance and services. - Collaborate with Teams: Work with Support, Complaint Management, and Development teams to share knowledge and facilitate expedient issue resolution using the Cognitive Support Platform. - Deliver Client-Facing Support: Provide dedicated support to multiple customers or a smaller number of clients, addressing their technical concerns and ensuring timely resolution. Required technical and professional expertise - Technical Understanding of IBM Z OS: Experience with IBM Z Operating System and its interaction with other IBM hardware and software solutions, enabling effective technical support and issue resolution. - Exposure to Cognitive Support Platform: Familiarity with the Cognitive Support Platform, leveraging its capabilities to collaborate with clients, identify root technical issues, and facilitate knowledge sharing with other teams. - Analytical and Problem-Solving Skills: Experience in analyzing complex technical problems, identifying root causes, and developing effective solutions that meet client needs and ensure business continuity. - Collaboration and Knowledge Sharing: Experience working with cross-functional teams, including Support, Complaint Management, and Development, to share knowledge and drive expedient issue resolution. - Client-Facing Support Expertise: Experience in delivering technical support to multiple customers or dedicated support to a smaller number of clients, ensuring timely resolution and maintaining client satisfaction. Additional skills: In addition to the areas required above, the following optional skills would be advantageous: - VTAM Programming (LU6.2) for finance application support - Sysview System Automation - RACF administration - IMS TM/DB - CICS - DB2 - VSAM - Performance tuning for DB2 and IMS-DB Preferred technical and professional experience - Advanced IBM Z OS Knowledge: Experience with IBM Z Operating System and its interaction with other IBM hardware and software solutions, enabling effective technical support and issue resolution. - Cognitive Support Platform Expertise: In-depth familiarity with the Cognitive Support Platform, leveraging its capabilities to collaborate with clients, identify root technical issues, and facilitate knowledge sharing with other teams. - Cross-Functional Collaboration: Experience working with cross-functional teams, including Support, Complaint Management, and Development, to share knowledge and drive expedient issue resolution. Additional skills: In addition to the areas required above, the following optional skills would be advantageous: - VTAM Programming (LU6.2) for finance application support - Sysview System Automation - RACF administration - IMS TM/DB - CICS - DB2 - VSAM - Performance tuning for DB2 and IMS-DB IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.