Technical Support Professional

International Business Machines Corporation; North Carolina; 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 components and resolve complex issues. You will document findings in Salesforce and mentor teams on defect resolution and performance optimization.

The role requires a Bachelor’s degree in CS/SE/IS/MI and 2 years of experience with z/OS tools, RTEXX/HLASM scripting, and the TCP/IP stack. A full-time on-site position with opportunities to influence AI-infused features.

Qualifications

• Bachelor's degree or equivalent in Computer Science, Software Engineering, Information Systems, Management Information or related field.
• Two years of experience in Software Development, Technical Support or related roles.
• Experience with z/OS components and TCP/IP stack is required.

Responsibilities

• Manage internal z/OS Communications Server and guide objectives across a large component scope.
• Lead and resolve complex z/OS Communications Server issues including defects, configurations and performance.
• Document findings and solutions in Salesforce and other CRM tools.
• Diagnose z/OS TCP/IP and VTAM using dump analysis, logs, and packet tracing to identify defects and optimize performance.
• Design and maintain scripts using REXX and IBM High-Level Assembler (HLASM).
• Resolve customer/internal issues during development cycles with scripting.
• Perform root cause analysis to identify failing lines of code.
• Identify fixes and deliver APAR/PTF with quality and speed.
• Communicate diagnosis steps to development owners.
• Serve as Support SME for AI-infused Communications Server features for architects and developers.
• Analyze defects for AI-infused z/OS including MLz components.
• Utilize z/OS, MVS, REXX, HLASM, Wireshark, IPCS, VTAM, SNA, TCP/IP model.

Skills

Problem solving

Cross-functional collaboration

Technical troubleshooting

Education

Bachelor's degree or equivalent in CS/SE/IS/MI

Tools

z/OS

MVS

REXX

HLASM

Wireshark

IPCS

VTAM

SNA

TCP/IP

Job description

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: 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.