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Your Role and Responsibilities
The main tasks of the 2 nd Support Specialist are: monitoring and tracking activities, analysing Issues, supporting the resolution of issues and conflicts and preparing reports for daily production surveillance meetings. The Production Support Specialist has knowledge of and experience in the relevant tools used, has expertise in one or more technical domains and ensures that all deliverables and answers are provided with an optimum level of service in line with Service Level Agreements (SLAs).
Develop a good understanding of the activities required to execute production management functions
Manage and resolve day-to-day production support issues
Incident and problem management
Perform morning checks and other monitoring activities
Check application logs to identify root cause of issues
Participate in regular meetings with stakeholders, prepare and document meetings, track progress
Undertake specific work requests as identified for the specific production management area
Create and track the implementation of deployment requests
Document problem known errors and proactively identify automation opportunities
Data reporting using ad-hoc requests
Required Technical and Professional Expertise
Good level of German and English
Good analytical and problem solving skills
Experience of end to end Level 2 management and good overview of Production/ Operations Management overall (if possible)
ITIL / best practice service context (if possible)
Ability to work in virtual teams and in matrix structures
Working knowledge of incident tracking tools (i.e. JIRA)
Experience in AMS activities on JAVA based application would be a plus
Experience with SQL/Oracle would be highly regarded
Preferred Technical and Professional Expertise
ITIL Foundation Certificate a plus
Insurance Industry Experience is a plus
Eligible to work in country
About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
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.
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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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
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.