IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and Responsibilities- Providing Level 2 support across the Security Verify Access (ISVA/ISAM) and Verify SaaS product- Coverage during EMEA timezone hours as well as coverage for offshift -weekend call out- Ensures support requests from clients are worked within the expected SLA and with high quality, while also providing clearly written/structured updates and ultimately a final resolution within the support ticket- Works closely with other regional IBM Verify support centers to ensure support requests are appropriately worked from a global perspective.- Act as the liaison between the customer and the development teams to resolve field issues anddetermine root causes.- Reproduce customer reported issues in a lab environment and validate solutions.- Performing in-depth problem diagnosis and creating action plans- Analyzing traces & logs and performing remote diagnosis- Engages with clients to understand their current implementation and future.- Researching and providing answers to "how-to" questions- Escalating new defect issues to L3/Development- Maintaining customer records in IBM problem tracking tools- Technically owning and managing customer issues through to resolution- Installing and maintaining products in test environments- Performs on-call support duties, which requires outside business hours expectations- Identifies, creates, or enhances processes, knowledge base articles, and product improvements through the lessons learned from field reported problems and activities.Required Technical and Professional Expertise- Deep technical aptitude and ability to communicate effectively with clients & colleagues- Proven analytical and problem-solving skills- Strong communication skills, both oral & written- Experience in managing client expectations & satisfaction- System Administration skills in Windows, various Linux distributions, cloud platforms- Fluency in EnglishPreferred Technical and Professional Expertise- Previous IBM Software Support experience IBM Security Verify: ISAM, Verify SaaS- Experience with Windows, Linux, VMware, Containers, Openshift/Kubernetes, cloud platforms- Networking fundamentals, Networking Security, TCP/IP & Internet protocols I,e, HTTP/HTTPs- Programming, particularly with C/C++, Java, JavaScript, Curl, Python- Experience with LDAP/Directory Server- Familiarity with WebSphere Application Server- Experience in DB2 administration- Certified in an IBM Security product and/or CISSP certified- Fluency in Italian, German, Spanish, FrenchBeing an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.Are you ready to be an IBMer?
