Introduction As a Client Coordinator (CC) you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You will work in an agile, collaborative environ
As a Client Coordinator (CC) you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You will work in an agile, collaborative environment to build, deploy, configure, and maintain systems, which may include software installations, updates, and core services.
You will lead the problem resolution process through analysis and trouble-shooting, to deploying workarounds or fixes. This job role skill set specializes in performing problem determination and problem source identification in software environments. The CC will need to understand the design, architecture and operating environments of assigned system components within an IBM Cloud environment, delivering technical assistance to internal and external clients with information, tools, and fixes to resolve and prevent software problem reports.
Responsibilities include problem analysis, using troubleshooting techniques, provide advice and guidance to clients regarding the use of software, IBM technical resources and tools to answer client questions and respond to client requirements in a timely manner.
Software environments include middleware, IBM software solutions, operating systems, programming languages, database management systems, packages, development tools, etc.
Your Role and Responsibilities
Within this role, you will become the single point of contact for large and complex clients, responsible for the management and ownership of client service requests, both assigned and queue based requests. You will execute and resolve service requests on first contact if the request is within the scope of the duties. In support of various client requests, you will need to manage change management processes for client requests during the assessment, scheduling, approval, implementation followed up by verification stages. You will be part of the Spotify agile model, you will need to operate in a very focused Squad based teams operating with a dedicated focus on clients.
Since this role is defined as a senior engineer, you will be expected to guide, lead and mentor junior members of the Irish SRE Team and other junior team members globally as needed. This role does require that you will join the team in the on-call rotation as per a predefined schedule. This role may require some attention after normal working hours in order to trouble shoot and resolve Production issues experienced by SRE Maximo clients. This role is being offered is located within either Galway or Dublin.
Required Professional and Technical Expertise:
- Technical Experience – some knowledge of databases, SQL, DB2, Oracle, Windows, AWS, Linux knowledge and/or experience is required.
- Ability to work with large clients ensuring timely resolution of customer issues.
- Ability to act as a Lead, Mentor to junior team members, assisting with troubleshooting difficult technical issues and dealing with million dollar clients.
- Previous Customer/Client experience
Preferred Professional and Technical Expertise:
- Familiarity with Maximo and/or TRIRIGA applications at a functional/technical level would be an asset.
- Experience with CRM software would be an asset.
- Experience with AWS would be an asset.
- Java, Python knowledge would be an asset.
- Familiar with Outlook, MS Suite of applications, Word, Excel and other software applications as required.
Required Technical and Professional Expertise
As per job description
Preferred Technical and Professional Expertise
As per job description
About Business Unit
IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBM
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It’s time to define your career.
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IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.