Remote IBM i Operations & Support Lead

TEKsystems; Dallas (TX); Remote; USD 120,000 - 125,000; Full time

Job summary

TEKsystems is seeking a Customer Support Manager to support IBM i-based applications, acting as a liaison between business and technical teams. This role focuses on case-based operational support, data analysis, and process improvements, with a strong emphasis on IBM i environments.

You will collaborate with IT Operations and other teams to resolve issues, identify modernization opportunities, and ensure timely resolution of tickets in a fully remote environment.

Qualifications

• 5+ years in customer/application/support roles.
• Hands-on IBM i environments experience.
• DB2 for IBM i and advanced SQL skills.
• Experience in data issue investigation and root cause analysis.
• Familiarity with RPG ILE development environments and ability to supervise RPG developers.

Responsibilities

• Investigate, triage, troubleshoot, and resolve reported issues; categorize and assign tickets.
• Maintain accurate documentation and follow-up on cases.
• Collaborate with engineering, operations, product, and business teams to address issues.
• Work with IT Operations to support enterprise applications and modernization initiatives.
• Monitor support queues and prioritize work to meet service levels.
• Analyze data and system behavior to identify root causes and solutions.
• Identify recurring issues and propose process improvements.
• Track support trends and performance metrics; participate in testing and implementation.
• Foster accountability, service excellence, and continuous improvement.

Skills

IBM i support

IBM i OS concepts

DB2 SQL

Root cause analysis

RPG ILE oversight

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

TEKsystems is seeking a Customer Support Manager to support IBM i-based applications, acting as a liaison between business and technical teams. This role focuses on case-based operational support, data analysis, and process improvements, with a strong emphasis on IBM i environments.

You will collaborate with IT Operations and other teams to resolve issues, identify modernization opportunities, and ensure timely resolution of tickets in a fully remote environment.