System Services Representative - System Z

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 System Services Representative for zSystem, you will be responsible for on-site installation, maintenance, and repair of Mainframe series equipment, as well as performing services activities such as Technical Delivery Assessment and account management. You will also support problem source identification and resolve incidents to the satisfaction of the customer.

Your Primary Responsibilities Will Include

• Install and Maintain Equipment: Perform on-site installation, maintenance, and repair of Mainframe series equipment, ensuring timely and effective delivery of services.
• Provide Technical Support: Support problem source identification related to installation, update, configuration, operations, or performance, and resolve incidents to the satisfaction of the customer.
• Collaborate with Support Centers: Constantly collaborate with professionals in different support centers and business units to achieve high-quality problem resolutions and provide an outstanding IBM service for clients.
• Manage Client Relationships: Ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s), and manage critical situations until the problem is fixed.
• Advocate for IBM Strategy: Advocate for IBM's technical support strategy and protect revenue base by identifying new services opportunities.
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Mainframe Series Equipment: Exposure to installation, maintenance, and repair of Mainframe series equipment, including understanding of the technology, operating systems, and associated software.
• Technical Problem Solving: Experience working with problem source identification related to installation, update, configuration, operations, or performance, and resolving incidents to the satisfaction of the customer.
• IBM Tools and Technologies: Exposure to IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Hybrid Cloud Environments: Experience working with onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• Digital Technical Certifications: Exposure to constantly updating Digital Technical Certifications to demonstrate proficiency in HW and SW solutions.
  
  

Preferred Technical And Professional Experience

• Mainframe Technology Knowledge: Exposure to Mainframe series equipment, including understanding of the technology, operating systems, and associated software, is beneficial for this role.
• Hybrid Cloud Experience: Experience working with onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments is advantageous.
• IBM Tools Familiarity: Exposure to IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, can aid in driving automation and improving effectiveness of client operations.