Technical Support Professional

International Business Machines Corporation; Durham (NC); On-site; USD 167,000 - 197,000; Full time

Job summary

IBM Corporation in Durham, NC seeks a Technical Support Professional to guide z/OS Communications Server objectives and resolve complex issues. You will document findings in Salesforce and diagnose TCP/IP/VTAM with advanced tracing tools, while developing scripts in REXX and HLASM to improve performance.

The role requires a Bachelor’s degree or equivalent and two years of related experience, with a focus on rapid, high-quality problem resolution and collaboration with architecture and

Qualifications

• Bachelor’s degree or equivalent in a relevant field with two years of software/technical support experience.
• Two years of experience with z/OS, MVS, REXX, IBM High-Level Assembler (HLASM), Wireshark, IPCS, VTAM, SNA, and TCP/IP.
• Experience designing scripts in REXX and IBM HLASM.
• Experience documenting findings in CRM tools (Salesforce).

Responsibilities

• Guide objectives and technologies for internal z/OS Communications Server.
• Lead and resolve complex z/OS Communications Server issues including defects and performance.
• Document findings in Salesforce.
• Diagnose z/OS TCP/IP and VTAM via dump analysis and packet tracing to identify defects and performance issues.
• Design, develop and maintain scripts using REXX and Assembler.
• Resolve issues during development cycles using scripts.
• Perform root cause analyses to identify failing code.
• Identify code fixes and deliver APAR/PTF with high quality and speed.
• Communicate diagnosis steps to development component owners.
• Act as SME for AI-infused Communications Server features to Architects, Developers, and Testers.
• Analyze and resolve defects for AI-infused z/OS including MLz components.
• Utilize z/OS, MVS, REXX, HLASM, Wireshark, IPCS, VTAM, SNA, TCP/IP.

Skills

z/OS Communications Server

REXX

HLASM

Wireshark

VTAM

TCP/IP

IPCS

SNA

AICI

Education

Bachelor’s degree or equivalent in Computer Science or related field

Tools

Salesforce

Job description

Your Role And Responsibilities

Technical Support Professional, IBM Corporation, Durham, NC:

• 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.

Required Technical And Professional Expertise

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.