Storage Z/OS Premium Support Professional

IBM Computing; São Paulo; Presencial; BRL 140 000 - 220 000; Tempo integral

Resumo da oferta

IBM Infrastructure & Technology is seeking a Technical Support Professional: Technical Account Manager to blend customer partnership with high-priority case engagement. You will advise, consult, and own client relationships for IBM Systems hardware and software products.

Your day-to-day includes managing client relationships, analyzing data with Salesforce and Watson Einstein Analytics, collaborating with cross-functional teams, and guiding onsite engineers through installations, upgrades, and

Qualificações

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field.
• Strong analytical and problem-solving skills.
• Advanced English communication skills (written and verbal).
• Ability to work independently and collaboratively in high-pressure situations.
• Experienced as a Mainframe Storage Support Specialist.

Responsabilidades

• Manage Client Relationships: Develop and maintain strong relationships with clients, understanding their current technical environment status and potential impact on their business, and communicate new solutions and product releases, fixes, and versions.
• Analyze Data and Trends: Utilize the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze data, trends, and logs to prevent technical issues, identify root causes for client environment problems, and propose technical environment improvements to clients.
• Collaborate with Teams: Work with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution, and coordinate client-centric tasks such as Proactive, Predictive, and Remote code load activities.
• Provide Expertise and Consulting: Offer expertise and consulting services to Premium Support clients, guiding onsite engineers and clients through installations, upgrades, and monitoring set-up activities.
• Communicate Solutions: Regularly communicate with clients, proposing configuration enhancements and participating actively in the change management process.

Conhecimentos

Analytical thinking

Problem-solving

Advanced English

Independent work

Collaboration

Formação académica

Bachelor’s degree in Computer Science, Engineering, Mathematics, or related field

Ferramentas

DFSMS: DFP, DSS, RMM, HSM

DFSMS constructs: DATACLAS, MGMTCLAS, STORCLAS, STORGRP

ISMF, DCOLLECT, VSAM, SORT, ICKDSF

Copy Services (PPRC, Metro Mirror, Global Mirror)

DS8000, Hydra (TS7700), TS3500

Descrição da oferta de emprego

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 Technical Support Professional: Technical Account Manager, you will combine customer partnership and consultancy with direct engagement on high-priority cases, providing premium and proactive services to clients in support of IBM Systems hardware and software products. You will specialize in advising, consulting clients, and owning client relationships for all questions related to the product/solution.

Your primary responsibilities will include:

• Manage Client Relationships: Develop and maintain strong relationships with clients, understanding their current technical environment status and potential impact on their business, and communicate new solutions and product releases, fixes, and versions.
• Analyze Data and Trends: Utilize the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze data, trends, and logs to prevent technical issues, identify root causes for client environment problems, and propose technical environment improvements to clients.
• Collaborate with Teams: Work with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution, and coordinate client-centric tasks such as Proactive, Predictive, and Remote code load activities.
• Provide Expertise and Consulting: Offer expertise and consulting services to Premium Support clients, guiding onsite engineers and clients through installations, upgrades, and monitoring set-up activities.
• Communicate Solutions: Regularly communicate with clients, proposing configuration enhancements and participating actively in the change management process.

Required technical and professional expertise

• Bachelor’s degree (or equivalent experience) in Computer Science, Engineering, Mathematics, or a related field.

Strong analytical and problem-solving skills.

Advanced English communication skills (written and verbal).

Ability to work independently and collaboratively in high-pressure situations.

Experienced as a Mainframe Storage Support Specialist.

Required Skills

• DFSMS: DFP, DSS, RMM, HSM
• DFSMS constructs: DATACLAS, MGMTCLAS, STORCLAS, STORGRP
• ISMF, DCOLLECT, VSAM, SORT, ICKDSF
• Copy Services (PPRC, Metro Mirror, Global Mirror)
• DS8000, Hydra (TS7700), TS3500

Preferred technical and professional experience

• Catalog management tools (TACM): BACKUP, REORG, MERGE
• Data replication technologies: CSM, GDPS, SA, NetView.
• Background in tutoring, teaching assistant roles, or mentoring.
• Demonstrated service mindset and ability to explain complex issues clearly.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.