IBM Infrastructure Remote Support Specialist (German) in ZAGREB, Croatia
Within the IBM Client Innovation Centre our professionals offer high level engineering infrastructure services and ensure the operation of business-critical IT systems of different customers.
Working with other experienced team members, our team members help provide solutions to client requirements in a dynamic and fast-paced environment. You will be providing operations to live production and test systems, providing mission critical assistance to some of our major clients. There are opportunities to learn in the following areas: Databases (Tier 1 DB’s such as IBM DB2, Oracle, SQL Server etc), SQL, Networking, Web servers, Operating Systems (including Windows, UNIX, Linux), industry standard troubleshooting tools, methodology and techniques, leadership, and effective communication. The challenge will be to meet customer expectations and Service Levels with a high degree of satisfaction.
Create and manage service tickets as required
Work in a ticket-based environment handling all aspects of hosting operations from resolving simple problems outlined clearly in tickets following defined processes to more complicated problem solving requiring a variety of technical skills and escalations to expert teams as required
Ensuring stable operation and operational quality for the Customer with proactive control Monitoring and reporting of contractual quality (OLA, SLA) Customer specific workflow control (if a Problem, Incident or Change affects more internal or external teams/partners, SM coordinates the activities) Daily review on Incidents Daily administrative tasks
Plan, implement and manage an efficient, resilient, flexible IT infrastructure including SW distribution, patches, updates, fixes and out of line issues
You will be part of a dynamic team which will be responsible for your customer’s success.
Weekend and afterhours work may be required depending upon business priority and must be able to flex work schedule as needed to support client’s infrastructure and requirements.
Required Technical and Professional Expertise
Managing remote support infrastructure issues remotely HW and SW
Skills/experience in managing Databases (Tier 1 DB’s such as IBM DB2, Oracle, SQL Server etc.)
Experience in SQL, Networking, Web servers, Operating Systems (including Windows, UNIX, Linux), industry standard troubleshooting tools, methodology and techniques
Experience in SW distribution including download, update, patching, remote fixes etc.
Experience of remote tools for monitoring/remote fix of HW/SW infrastructure
Fluent English in speaking and writing
Fluent German in speaking and writing
Preferred Tech and Prof Experience
Previous experience in similar positions is an advantage
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.