Technical Account Manager

Job description

Introduction
Joining the IBM Technology Expert Labs teams means you'll have a career delivering world-class services for our clients. As the ultimate expert in IBM products, you'll bring together all the necessary technology and services to help customers solve their most challenging problems. Working in IBM Technology Expert Labs means accelerating the time to value confidently and ensuring speed and insight while our clients focus on what they do best running and growing their business.

Excellent onboarding and industry-leading learning culture will set you up for a positive impact, while advancing your career. Our culture is collaborative and experiential. As part of a team, you will be surrounded by bright minds and keen co-creators—always willing to help and be helped—as you apply passion to work that will positively impact the world around us.

Your Role and Responsibilities
As a successful Technical Account Manager in Technology Expert Labs, you'll help drive customer satisfaction by providing exceptional technical support. As the primary technical interface to our clients, you will play a critical role in coordinating software support, as well as coordinating onsite services deployment.
If you are passionate about success, with both your career and solving clients' business challenges, this role is for you. To help achieve this win-win outcome, a 'day-in-the life' of this opportunity may include, but not be limited to…
·  Strong communication skills (written and verbal) with the client, partner, and account team on ongoing customer initiatives and open PMR status.
·  Coordination of IBM software support for clients by engaging with product teams to fix production outages and carry forward action items to improve ongoing reliability.
·  Advising clients on preventive maintenance, configuration, operation, and environmental factors that may impact product performance.
·  Performing services activities such as systems assurance, problem determination, discontinuance, and relocation
·  Ensuring high levels of client satisfaction with service delivery and technical support
·  Acting as the IBM technical interface to clients in critical situations and managing the resolution process.
·  Actively engage the client and build relationship with client key stakeholders/decision makers/influencers to leverage IBM solutions for new initiatives and alerting IBM account team if there are threats to existing IBM install base at the client.

Required Technical and Professional Expertise

·  Familiar with the design, deployment, optimization and operations of software solutions for IBM zOS such as:
·  ISPF/TOS/SDSF
·  VSAM
·  JCL
·  RACF
·  CICS
·  MQ/Db2

Preferred Technical and Professional Expertise

·  Experience working on Incident Management.
·  Experience working with zOS customers and technology.
·  Project or program certifications including but not limited to PMP, CMMI, Scrum Master or Agile Project Management.
·  Familiarity of banking zOS environments.