IBM jobs - Technical Support Associate

Introduction
At 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. To lead in this new era of technology and solve some of the world's most challenging problems.


Your Role and Responsibilities
Who you are:

DWS - SD provides IT help desk support to end Users of a client/organization through Issue identification & In scope Troubleshooting.Technical services competency manages the clients IT environments & acts as the face of Technical support for the clients. Through the management of clients' IT environments, the group seeks to improve, enhance & add value to Client business environment. Key services offered include : IT Service Desk : Level 1 , Centralized Technical support, Install- Move- Add- Change (IMAC Coordination) ,Enablement Services ,Parts & Inventory Management Services, Server Support, Service Delivery Planning, Network operations center (NOC),Application Support, IVR management, training , quality & Project Management/ Transition Services . Broadly, the Scope of support includes Incident Management, Business Application Support, Catch & Dispatch, Email & Web ticket Support 24x7x365 to IBM clients worldwide.

What you’ll do:

• High level application support.
• Monitor production environment for application generated alerts.
• Deployment, OS/DB upgrade checkouts including administrative tasks (forms, etc).
• Implement Incident Management Process to resolve incidents.
• Monitoring & checking the incidents for accuracy & correctness.
• Perform routine reports & escalate any anomaly detected.
• Taking knowledge transfer for new applications, documentation & cross training the team on the same
• To have regular calls with different/next level teams for new activities/updates, documentation & sharing with the team




Required Technical and Professional Expertise
• Strong Customer Service Skills
• Good Verbal & Written Communication.
• Apt in Problem-Analysis.
• Good in Comprehension.
• Analytical.
• Empathetic.
• Committed to Quality.
• Eye for detail.
• Critical thinking.
• Ability to handle pressure situations
• Resilience & Flexibility
• Learning and knowledge enhancement
• Interpersonal Skills and Teamwork
• Ability to multi task.
• Graduation preferably in IT stream.
• Exposure of working on monitoring tools
• 24X7 operations, Incumbent will be required to work in rotational shifts, 5 days a week.


Preferred Technical and Professional Expertise

• None

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 this 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!


Your Life @ IBM
What matters to you when you’re looking for your next career challenge? Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.