System Services Representative - System Z

Introduction

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. Our work spans high-resiliency mainframes, hybrid cloud platforms, networking, automation, and site reliability. We help ensure the performance, security, and scalability that clients and industries depend on each day. In Infrastructure & Technology, you’ll tackle complex challenges through curiosity and collaboration, partnering with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that enable innovation. With ongoing learning, career growth, and a supportive culture, IBM creates opportunities for you to build expertise and help shape the infrastructure behind progress.

Your Role And Responsibilities

As a System Services Representative for zSystem, you will handle on-site installation, maintenance, and repair of Mainframe series equipment. You will also perform services activities including Technical Delivery Assessment and account management. In addition, you will assist with problem source identification and work to resolve incidents to the customer’s satisfaction.

Your Primary Responsibilities Will Include

• Install and Maintain Equipment: Carry out on-site installation, maintenance, and repair of Mainframe series equipment to ensure services are delivered on time and effectively.
• Provide Technical Support: Assist with problem source identification connected to installation, update, configuration, operations, or performance, and resolve incidents to the customer’s satisfaction.
• Collaborate with Support Centers: Continuously coordinate with professionals across different support centers and business units to deliver high-quality problem resolutions and provide outstanding IBM service to clients.
• Manage Client Relationships: Maintain a high level of client satisfaction across service delivery, technical support, and operational services for the client account(s), and manage critical situations until the issue is resolved.
• Advocate for IBM Strategy: Advocate for IBM’s technical support strategy and protect the revenue base by identifying new services opportunities.
  
  

Required Technical And Professional Expertise

• Mainframe Series Equipment: Familiarity with the installation, maintenance, and repair of Mainframe series equipment, including understanding of the technology, operating systems, and associated software.
• Technical Problem Solving: Experience performing problem source identification related to installation, update, configuration, operations, or performance, and resolving incidents to the customer’s satisfaction.
• IBM Tools and Technologies: Exposure to IBM tools such as the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to support automation and enhance client operations.
• Hybrid Cloud Environments: Experience working with on-site Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• Digital Technical Certifications: Ongoing exposure to updating Digital Technical Certifications to demonstrate proficiency in HW and SW solutions.
  
  

Preferred Technical And Professional Experience

• Mainframe Technology Knowledge: Exposure to Mainframe series equipment, including understanding of the technology, operating systems, and associated software, is advantageous for this role.
• Hybrid Cloud Experience: Experience with on-site Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments is beneficial.
• IBM Tools Familiarity: Exposure to IBM tools such as the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics may help drive automation and improve the effectiveness of client operations.