System Services Representative

Job description

•Handle customer requests (IBMi and MIMIX support) submitted by phone, e-mail, web-forms or other support tools

•Preventative maintenance tracking

•Service request management in call management systems

•Collaborate with other team members to achieve satisfactory resolution of customer issues

•Participate in internal projects and continuous improvement initiatives

•Follow established processes for effective management of support incidentsess

•Use problem determination/problem source identification skills to isolate issues, execute action plans and document performed activities

•Keep customers, partners, and internal stake holders regularly informed of problem resolution status throughout the support service request case life cycle

•Communicate resolution to the customer and reach an agreement of case closure

•Provide stand-by duty shift according to plan

Auto req ID

295550BR
Required Education

Bachelor's Degree
Role ( Job Role )

System Services Representative
State / Province

COLOMBO
Primary job category

Product Services
Company

(0127) IBM World Trade Corp - Sri Lanka Branch
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 50% or 3 days a week (home on weekends - based on project requirements)
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

COLOMBO
Being You @ IBM

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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

•Skills (Installation, configuration and customization) on IBM Power systems hardware, IBM Storage products (including Enterprise levels storage) , Tape libraries, and SAN product range

•Installation of base IBMi OS, license programs and related IBMi software components

•IBMi OS upgrades, data migrations, release to release migrations and PTF installations

•Implementation of system security and backup and recovery strategies

•Troubleshooting any IBMi related problem and its data collection

•Troubleshooting of DB and OBJ errors, MIMIX communication aspects, MIMIX audits and in depth knowledge of using Application Groups for MIMIX switching

•Raise and track Service Requests with IBM L2/L3

•Excellent problem solving and customer handling skills

•Minimum 4-5 years of hands on experience on above technology

Country/Region

Sri Lanka
Preferred Technical and Professional Experience

•Experience in IBM HW/SW support on IBM Power systems (IBMi)

•Experience in IBMi system administration is considered as an advantage

•Knowledge of IBM Storage Subsystems

•Performance Monitoring and tuning, BCP Operation & documentation

•Knowledge of MIMIX

Secondary Job Category

Other Product Services
Eligibility Requirements

You will be responsible to support a large territory of critical IBMi customers. This includes scheduling of and on-site repair of IBM Power system hardware, IBM Disk Storage systems hardware, IBM Tape Storage hardware and system software for the customers. Additionally you should be able to handle MIMIX replication software specifically in the areas of basic troubleshooting of DB and OBJ errors, analyzing MIMIX audits and regular MIMIX maintenance tasks.

Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.