Performance and Capacity Management Midrange - Columbia

IntroductionSystem Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.This position sits within Global Technology Services (GTS) Infrastructure Services (IS). As announced in October 2020, IBM intends that the managed infrastructure services business of the GTS organization within IBM will become an independent company (currently known as NewCo) by the end of 2021, creating two distinct and powerful market-leading companies. NewCo has incredible potential, and we will unlock it together while we make history as a newly independent company that will be the #1 managed IS services provider on "day one" as a publicly traded company. NewCo will be positioned for financial success with over 4600 clients and approximately $19 billion in annual revenue. Drawing on the best of IBM, it will include our unmatched talent, the breadth of our services, an even broader ecosystem of partners, and our deep global client relationships. Please note: The final decision if this position will transition from IBM to NewCo is still yet to be confirmed.Your Role and ResponsibilitiesIBM has your long-term professional life in mind. What's your passion? Learn new skills, work across different disciplines or move into new challenges. It's possible with our award-winning, customized professional development and training. On average, every IBM employee takes advantage of more than 60 hours of training a year. We believe that global innovation demands diverse employees and attractive work/life initiatives that sustain, and retain, them. IBM gives you the power to design your workday, and your life, per your unique styles and needs. The Columbia service center will provide maintenance and monitoring of computer hardware and systems to IBM's business clients in the United States. This Technical Delivery Services Center will primarily support US Strategic outsourcing clients, providing server systems operations, security services, and end user services, including maintenance and monitoring of computer hardware and software systems. IBM's Technical Delivery Services Center is focused on increasing delivery quality and brings together all IBM worldwide service delivery capabilities for Strategic Outsourcing. This position is located onsite in Columbia, MO (candidates must either be in/near Columbia or be willing to self-relocate to the area).IBM is seeking Technical Support Specialists responsible for providing Performance & Capacity management support for client server support operations. Project tasks are standardized and usually require following a set of repeatable tasks. Some improvements to the routine processes may be identified and implemented Remote work is not available. Pager and off shift coverage may be required.Primary Job Responsibilities:+ Support project tasks for client server support operations for work involving remote file server (RFS), service requests and non-ticketed work to client operating systems, hardware, software, applications or network systems. The work is usually routine project work and sets of tasks. The various project work that team members perform on a specific account involves a series of repeatable tasks and steps that are followed when addressing service needs or situations for one or more accounts.+ Pool job roles involve responsibility for accomplishing project work from multiple clients, including planned projects focused on identifying improvements within a work area or process. - Collect performance and Capacity midrange data from tool set (SRM) and provide periodic and/or ad-hoc customer reports - Ensure SRM data collection meets service level objective (SLO) criteria, work with appropriate teams to ensure accurate and timely data collection. Team members participate daily in cadence discussion on team performance. These meetings are typically led by the pool manager or Dispatcher. They discuss issues or challenges and receive trouble-shooting input /advice from other team members. They may also discuss team performance trends. Pool team members may also separately interact and exchange information with members of cross-pool teams and IBM's clients.Colum21Required Technical and Professional Expertise+ Basic knowledgeindata analysis and interest in analytical work+ 6 months of Excel or data analytics experience+ Basic knowledgeinat least one or more of the following: PC or server hardware, network, operating system, software, application, database or other technologies+ English: FluentPreferred Technical and Professional Expertise+ Associate's Degree/College Diploma in Mathematics+ Basic knowledgeinsystem utilization, trending and efficiency.+ At least 1 year experienceinat least one or more of the following: PC or server hardware, network, operating system, software, application, database or other technologies+ Basic knowledgeinat least one or more of the following: installing, troubleshooting, operating, testing, planning or configuring relevant technologies+ Basic knowledgeinAgile methodologiesAbout Business UnitThis position sits within Global Technology Services (GTS) Infrastructure Services (IS). As announced in October 2020, IBM intends that the managed infrastructure services business of the GTS organization within IBM will become an independent company (currently known as NewCo) by the end of 2021, creating two distinct and powerful market-leading companies. NewCo has incredible potential, and we will unlock it together while we make history as a newly independent company that will be the #1 managed IS services provider on "day one" as a publicly traded company. NewCo will be positioned for financial success with over 4600 clients and approximately $19 billion in annual revenue. Drawing on the best of IBM, it will include our unmatched talent, the breadth of our services, an even broader ecosystem of partners, and our deep global client relationships. Please note: The final decision if this position will transition from IBM to NewCo is still yet to be confirmed.Your Life @ IBMWhat 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 IBMIBM'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 StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.This position is eligible for participation in an IBM sales incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change.We consider qualified applicants with criminal histories, consistent with applicable law.IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.