Introduction
Joining the IBM Technology Expert Labs teams means you'll have a career delivering world-class services for our clients. As the ultimate expert in IBM products, you'll bring together all the necessary technology and services to help customers solve their most challenging problems.
Working in IBM Technology Expert Labs means accelerating the time to value confidently and ensuring speed and insight while our clients focus on what they do best-running and growing their business.
Excellent onboarding and industry-leading learning culture will set you up for a positive impact, whilst ongoing development will advance your career. Our culture is collaborative and experiential. As part of a team, you will be surrounded by bright minds and keen co-creators-always willing to help and be helped-as you apply passion to work that will positively impact the world around us.
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Your Role and Responsibilities
The North American Expertise Connect (EC) team is currently seeking an experienced Technical Account Manager.
The successful candidate will provide our clients with the highest level of service and technical guidance via remote and possible on-site assistance. Hands on guidance, architecture modernization, analysis and recommendations are made to optimize the clients use of our IBM Software Products including Db2 LUW, Data Replication, Change Data Capture, Master Data Management, Match360, Optim, Information Server, Cloud Pak for Data, Watsonx, OpenShift, RedHat, Kubernetes, Data Science, and others.
In this role you will be responsible for the following:
- Develop essential partnerships with customers by fulfilling a technical advisory role that enables customer to reach desired objectives with supported product(s) and optimize their ROI.
- Provide deep technical research, including debug and workarounds or other instructions to assist with troubleshooting.
- Ensure the customer is aware of best practices, optimization and critical go forward information pertinent to their deployment.
- Communicate effectively with all levels of technical and management contacts to ensure thorough understanding of customer environments, requirements, problem symptoms, causes and resolutions.
- Interact with support and development organizations while addressing problems. Escalate as required.
- As required, provide on-site support to customers for resolution of reported problems and/or provide knowledge transfer.
- Collaborate and coordinate the right players at the right times.
Required Technical and Professional Expertise
- A minimum of 8 years experience working with one or more Data & AI products including Db2, Db2 LUW-SAP, Data Replication, Change Data Capture, Replication, Master Data Management, Match 360, Optim, Information Server with specialized focus on modernization of legacy implementations
- Knowledge of MQ, Websphere, OpenShift, RedHat, Kubernetes, Azure, AWS, Microservices is considered an asset.
- A minimum of 5 years of technical troubleshooting experience (Customer facing) and client account management.
Preferred Technical and Professional Expertise
- System Administration level familiarity of multiple Unix flavors such as Linux, AIX, Solaris, HP-UX. Areas include performance tuning, configuration, file & directory security, using debugging tools
- Knowledge of database's Optimizer, Query Performance, Health Review, PD/PSI, and HADR TSA/RSCT/Pacemaker.
- Familiarization with IBM Project Management.
- Ability to collaborate across different roles, technology/products, and organization's
- Excellent communication, written and verbal.
- Understanding of the services environment.
- Self-Motivated, with a deep commitment to our client's success.
- Flexible, agile, and resilient.
- Must be a proven team player and have ability to collaborate across multiple brands within IBM.