IBM jobs - SME - Software Packaging Distribution - Mac

Introduction
The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world’s relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.

Your Role and Responsibilities
As Software Packaging & Distribution SME, you are responsible to provide technical support for with high degree of Customer Happiness by meeting Service Level Agreements (SLA) and process compliance. You will perform business impact analysis and risk assessments to reduce the likelihood of significant service outage or disasters.

Responsibilities:

• You are responsible for supporting accounts that use Apple Mac devices in their environment, typically alongside an enterprise management toolset such as the JAMF Casper Suite, Dell KACE, Munki, Deploy Studio, etc.
• This role also extends to supporting the middleware software used to manage the environment (i.e. the JAMF Software Server or JSS, Dell Kace Server, Munki Server, etc.),in addition to the support of the platform itself. Complete software packaging per the information listed in the package requirements form.
• Work with Transitions/Transformation teams to complete solutioned platform work as described by the statement of work. This includes all Process Change Requests (PCRs) during Transition/Transformation
• Schedule distribution of software packages to target audience through distribution tool within the required duration and time frame
• Complete pre-distribution analysis to ensure the request includes the necessary information to fulfil the process.
• Ability to develop and ongoing improvement of industry best practices and standards for deploying Mac technologies in an Enterprise.
• Ability to lead projects, organize team members to accomplish tasks, manage to deadlines.
• Strong verbal & written communication skills, with demonstrated experience in addressing all levels of the organization.
• Ability to prioritize and meet multiple aggressive project deadlines.
• Provide direction and mentoring to L2 support staff on new practices
• Problem determination and remediation
• Work with requestors to resolve complex issues arising as a consequence of Apple Mac platform management activities. This includes but is not limited to software versioning, interoperability, hardware or network issues for both middleware and Mac devices.
• Ensure the timely and accurate certification of both hardware and software in line with client specifications and agreed IBM and industry standards.
• Develop technical documentation (build, testing, checklists, etc) for new versions/releases, patches and OS configurations/images.
• Contribute to the development and continued maintenance of internal processes in line with operational and business requirements.
• Understand and adhere to all applicable Service Level Agreements (SLA) and promptly notify the account solution lead if any are in jeopardy of being missed.

Required Technical and Professional Expertise

• 6+ years of macOS engineering experience in an enterprise environment.
• Knowledge of the customer’s Apple management middleware tool/solution (e.g. JAMF Software Server)
• Knowledge of Image/OS Configuration Creation and Deployment tools (e.g., JAMF CasperSuite, Dell KACE, Munki, DeployStudio, etc.)
• Knowledge of Apple Mac packaging tools (e.g. JAMF Casper Composer)
• Knowledge of Device Drivers
• Knowledge of Apple Mac Hardware models
• Administer JAMF Pro and create packages & deploy MAC applications and application vulnerability fixes to all MAC clients across the globe.
• Experience with package-building and deployment tools specific to macOS (Jamf Suite).
• Create customized macOS images to be deployed on iMacs, MacBook Pro and MacBook Air.
• Good knowledge of MAC Operating Systems (High Sierra/Mojave/Catalina).
• Experience with scripting languages such as Bash, Shell, Python, etc.
• Conduct Root Cause Analysis and remediation efforts on major MAC application deployments failures.

Preferred Technical and Professional Expertise

• You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
• Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
• Intuitive individual with an ability to manage change and proven time management
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed

About Business Unit
At Global Technology Services (GTS),we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, 'What else is possible?' GTS is the place for you!