IBM Job Vacancy Alert for Technical Support – L1
Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To
code. To consult. To think along with clients and sell. To make markets.
To invent. To collaborate. Not just to do something better, but to attempt
things you’ve never thought possible. Are you ready to lead in this new
era of technology and solve some of the world’s most challenging problems?
If so, lets talk.
Your Role and Responsibilities
As L1 Support you need to support team is located in 4 strategic
geographies to provide 24/7 support. We collaborate globally and encourage
innovation and automated solutions to simplify and unify the support
process while obtaining relevant measurements for continuous improvement
internally and externally.
Responsibilities:
Provide L1 and L2 support for the system within agreed service
levels
Tickets Assignment and working on tickets, working on backlog and new
tickets to provide resolution within agreed SLA.
Responding to user queries via the Slack channel.
Assist internal customers by resolving tickets for incidents and related
questions to the system
Get involved in Migration activities, production changes or projects
required by IBM Users/App Teams or Developers, Architects and assist them
in making the necessary changes or resolving the defect/ issue in
Production.
Implement and manage effectiveness of Incident, Service Request, Change
and Problem management processes for the service area, following internal
processes requirements
Provide regular reporting for tickets status
Be responsible for maintaining and updating operating procedures, working
instructions and support documentation
Required Technical and Professional Expertise
Experience with ticketing system; ServiceDesk, Remedy, etc.
Knowledge on Identity and Access Management
Provide Level 1 and Level 2 support for the system within agreed service
levels.
Ability to provide 24/7 on-call support as a SME (on a rotational basis
if required)
Work and Communication under pressure / client focus
User orientation to provide great support
Collaborative approach and ability to share with global team members
lessons learned and blockers
Good analytical skills
Ability to learn fast the application logic and system
functionalities
Ability to translate user requirements base on tool capabilities
Ability to drive and deliver e2e task
Excel – Advanced level
Preferred Technical and Professional Expertise
Implement and manage effectiveness of Incident, Service Request, Change
and Problem management processes for the service area.
Provide daily/weekly report for ticket status
Responsible for the maintenance of system configurations and process
documentation, operating procedures, and infrastructure support
documentation
No coding skills required but nice to have – SQL, DB2, JSON
Potential to grow into more technical role
Work experience in agile environment
Support experience
Access management experience.
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