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
- Perform On-Site Installation and Maintenance: Install, maintain, and repair Mainframe series equipment at client sites, ensuring timely and effective delivery of services.
- Provide Technical Support and Problem Resolution: Identify and resolve problems related to installation, update, configuration, operations, or performance, and implement determined solutions to meet customer needs.
- Collaborate with Support Centers and Business Units: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure seamless service delivery.
- Manage Client Relationships and Satisfaction: Ensure a high level of client satisfaction with service delivery, technical support, and operational services, and act as the IBM technical interface to clients in critical situations.
- Maintain Technical Expertise and Certifications: Stay up-to-date with Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service to clients.
Required Technical And Professional Expertise
- Mainframe Equipment Installation: Exposure to installing, maintaining, and repairing Mainframe series equipment, with understanding of associated software and operating systems.
- Technical Problem Resolution: Experience working with problem source identification, incident resolution, and implementing solutions related to installation, update, configuration, operations, or performance.
- IT Service Delivery: Exposure to delivering on-site Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments, with knowledge of IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics.
- Technical Certification and Training: Experience with Digital Technical Certifications and familiarity with Soft Skills trainings, including verbal and written communication, teamwork, and critical thinking.
- Client Relationship Management: Exposure to managing client relationships, ensuring high levels of client satisfaction, and acting as a technical interface to clients in critical situations.
Preferred Technical And Professional Experience
- Mainframe Technology Knowledge: Exposure to Mainframe series equipment, operating systems, and associated software, with understanding of their functions, capabilities, and uses.
- IT Service Delivery Tools: Familiarity with IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.
- Hybrid Cloud Environments: Exposure to delivering on-site Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
