Technical Support Professional

Hakkōda, an IBM Company; Durham (NC); On-site; USD 167,000 - 197,000; Full time

Job summary

IBM Corporation in Durham, NC is seeking a Technical Support Professional to manage z/OS Communications Server, diagnose complex issues, and guide software configurations. You will document findings in Salesforce and collaborate with development teams on root causes and fixes.

Responsibilities include scripting in REXX and HLASM, analyzing TCP/IP and VTAM data, and ensuring high-quality APAR/PTF delivery while supporting AI-infused z/OS features.

Qualifications

• Bachelor’s degree or equivalent in Computer Science, Software Engineering, Information Systems, Management Information or related.
• Two years of experience as Software Developer/Software Engineer/Technical Support Professional or related.
• Two years of experience must include utilizing z/OS, MVS, REXX, HLASM, Wireshark, IPCS, VTAM, SNA, TCP/IP.

Responsibilities

• Manage internal z/OS Communications Server by guiding objectives and technologies.
• Lead and resolve complex z/OS Communications Server issues including defects, configurations and performance.
• Document technical findings in CRM tools including Salesforce.
• Perform diagnosis of z/OS TCP/IP and VTAM dumps, logs and networks to identify defects and optimize performance.
• Design, develop and maintain scripts using REXX and Assembler.
• Communicate diagnosis steps and action plans to the z/OS Communications Server team.

Tools

z/OS

MVS

REXX

HLASM

Wireshark

IPCS

VTAM

SNA

TCP/IP

Job description

Technical Support Professional, IBM Corporation, Durham, NC

Responsibilities

• Manage internal z/OS Communications Server by guiding functional objectives and technologies and supporting a large scope of z/OS Communications Server components.
• Lead, develop and resolve complex customer z/OS Communications Server issues including software defects, system configurations and/or performance optimization.
• Document technical findings and solutions in customer relationship management tools, including Salesforce.
• Perform diagnosis of z/OS TCP/IP and/or VTAM dump analysis, logs and networks using packet tracing tools and system dump analysis tools to identify and resolve software defects, system configuration, network connectivity issues and performance optimization.
• Design, develop and maintain scripts and utilities using REXX and Assembler programming languages.
• Resolve customer issues and internal issues during the ongoing development cycle using scripts.
• Perform root cause analysis of technical customer problems within the scope of identifying the failing line of code.
• Identify the code fix, test and deliver the fix (++APAR/PTF) with high quality and speed.
• Communicate diagnosis steps and action plans to the corresponding z/OS Communications Server development component owner.
• Act as Support SME for the AI infused Communications Server feature of the TCP/IP stack providing expertise to z/OS Communications Server Architects, Developers, and Testers.
• Analyze and resolve code defects for internal AI infused z/OS Communications Server, including Network Packet Batching, communication with AI Control Interface (AICI), and Machine Learning on z (MLz).
• Utilize z/OS, MVS, REXX, IBM High-Level Assembler (HLASM), Wireshark, Interactive Program Control System (IPCS), Virtual Telecommunications Access Method (VTAM), Systems Network Architecture (SNA), Transmission Control Protocol/Internet Protocol (TCP/IP) model.

Qualifications

Required: Bachelor’s degree or equivalent in Computer Science, Software Engineering, Information Systems, Management Information or related and two (2) years of experience as a Software Developer, Software Engineer, Technical Support Professional or related. Two (2) years of experience must include utilizing z/OS, MVS, REXX, IBM High-Level Assembler (HLASM), Wireshark, Interactive Program Control System (IPCS), Virtual Telecommunications Access Method (VTAM), Systems Network Architecture (SNA), Transmission Control Protocol/Internet Protocol (TCP/IP) model.

$167300 to $197400 per year. Full time. SN187. Bachelor’s degree or equivalent in Computer Science, Software Engineering, Information Systems, Management Information or related and two (2) years of experience as a Software Developer, Software Engineer, Technical Support Professional or related. Two (2) years of experience must include utilizing z/OS, MVS, REXX, IBM High-Level Assembler (HLASM), Wireshark, Interactive Program Control System (IPCS), Virtual Telecommunications Access Method (VTAM), Systems Network Architecture (SNA), Transmission Control Protocol/Internet Protocol (TCP/IP) model.

United States Professional DURHAM, US DURHAM Assembler Computer Science Engineering Internet Protocol Suite Multiple Virtual Storage Network Architecture Restructured Extended Executor Software Technical Support Wireshark IBM z/Operating System Software Engineering Inter-process Communication SWIFTNet Accord Management Information Professionalism Information Systems Virtual Telecommunications Access Method