Job Description
Distributed Client Support
Job description
This role leads the technical resolution of client and IBM infrastructure problems through knowledge in platform design and development. They lead teams with different skills and from different service providers to resolve problems, and return systems to operational status and to ensure client satisfaction. They perform 3rd level support to all clients' infrastructure and drive client communication requirements. They provide platform extensions, correct design defects, and develop solutions to stabilize client environments. They need to know and apply NWS process and use their knowledge of all techniques as in Systems Management, Client Operational Software, client specific and business applications, Client hardware configuration and printing environment. They need basic know-how of local area network components to support problem resolutions and make system management software like SW Distribution or Remote Control SW for use in client environment. They lead communication between technical team, client and internal organization to fulfill customer needs and accomplish client satisfaction.
Roles & Responsibilities:
• This role is responsible for the successful delivery of Business As Usual (BAU) activities to IBM’s clients.
• This position has the responsibility to ensure that all DCS services and tasks meet IBM’s quality and standards.
• Additionally, this role will also provide technical advisory to the DCS team, wider service line community and to IBM’s clients.
• This position will be required to work with:
• IBM Manager, team leader and staff
• Account Service Delivery Managers
• Clients and technical peers
• Third party vendors
Performs break/fixes through tickets raised in incident management tools
Performs IMACs and hardware configuration through tickets raised in incident management or work request tools
Performs image installation on new hardware, desktops and laptops
Performs packaged application installations
Maintains and meet SLAs and SLOs for all allocated work items
Investigates and resolves technical/operational issues and customer escalations
Provides advice and guidance to all team members on technical/operational issues, related to new business, proposals, statement of work, service level agreement improvements, etc.
Support the efforts of responding to RFP(s) and develop Statement Of Works (SOW) for clients
Performs change execution and reviews (as required)
Performs compliance execution and reviews (as required)
Liase and manage calls with 3rd party vendors (as required)
Identify areas of opportunity where services can be improved to the client or where delivery cost can be reduced
Recommends and implements new or improved operational guidelines and procedures
Recommends and implements methods/procedures to improve customer satisfaction and meeting business objectives
Support activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses
Work with key stakeholders in establishing GDF framework for the DCS service line
Requirements:
Minimum of 3 years full time IT related experience in an enterprise environment
Demonstrated track record as a team player
Good presentation skills
Excellent communication, presentation, and interpersonal skills (spoken and written)
Significant, demonstrable knowledge across multiple platforms, technologies and processes
Ability to provide and demonstrate leadership in technology solutions
IT analysis experience
Knowledge of the ITIL disciplines/processes and Extensive knowledge of the IBM internal organisation, processes and supporting tools (including Request for Service and SMC - Problem and Change Management, and Crisis Management)
LI-CM1
Required
Associate's Degree/College Diploma
At least 3 years experience in IT related experience in an enterprise environment
At least 1 year experience in IT analysis experience
At least 1 year experience in Significant, demonstrable knowledge across multiple platforms, technologies and processes
English: Fluent
Preferred
Bachelor's Degree in Information Technology
Additional information
*Microsoft Windows operating systems
* Microsoft Office suite
* Desktop and mobile computing
* Imaging, build and packaging
* Lotus Notes
* Citrix Think Client
* Web browser technologies
* Microsoft Active Directory
* Anti-Virus technologies
* mobile devices e.g. BlackBerry
* Knowledge of DHCP, TCP/IP, DNS, FTP, Printer and File Sharing
* Excellent Communication Skills - English oral and written
* Relevant IT experience within IBM or external e.g. Customer facing roles, IT Management and Project Management
*May need to work on rotational basis.
