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Your Role and Responsibilities
As a Spectrum Protect (SPP) Technical Advisor, you will be working as part of the Storage Client Care team. As the Technical Advisor for assigned clients, you will create and manage the Deployment Management Plan for new installations of SPP, which includes activities such as: configuration validation, Software quality assurance, and Best Practices adoption. Post deployment, responsibilities include: Software currency, continued Best Practices adoption, managing client problem escalations, identifying problem trends and developing corrective actions, and implementing Brand quality initiatives design to prevent issues that may impact client application availability. Additionally, you will be focused on working with each client on using SPP to enhance their Business Continuity plans through the use of product functions.
Though the role of the Technical Advisor is intended to be delivered remotely, you will be expected to develop a trusted advisor relationship with each client by using technical expertise combined with your knowledge of the client’s IT ecosystem and using your contacts within the IBM support infrastructure. Occasional travel to the client’s site may be required. Use of adaptive technologies such as Webex, Slack, Box, and similar collaboration tools will be required.
As a potential candidate, you will have an experience in Information Technologies, specifically Storage and Storage Software. You will already have specific expertise in Spectrum Protect and/or Spectrum Protect Plus. will also have excellent client-facing skills such as: effective verbal communications, presentation skills, and proven track record of collaborating with remote teams and the ability to work independently. You are a highly self-motivated individual and work well under pressure.
Provide day-to-day consulting to assigned clients via telephone, Webex, and email with a high level of client satisfaction. You will combine your knowledge of the client’s IT ecosytem to create and manage the necessary set of activities related to: SPP Deployment Assurance, Software currency, Best Practices, problem escalations, problem avoidance, and Brand quality initiatives. You will use your specialized Spectrum Protect skills, knowledge and experience to assist Remote Support teams to actively solve key client issues. the problem investigation, progression and quick resolution. Your planning and execution of the client-level account plan will positively contribute to client satisfaction, for example the Net Promoter Score.
Act as the client’s trusted advisor and Subject Matter Expert (SME) on product functionality and how it integrates with other IBM storage technologies, and OEM storage technologies. Create the Deployment Management Plan for new installations of SPP, which includes activities such as: configuration validation, Software quality assurance, and Best Practices adoption. Post deployment, responsibilities include: Software currency, continued Best Practices adoption, managing client problem escalations (and engaging with IBM remote support to quickly solve issues), identifying problem trends and developing corrective actions, and implementing Brand quality initiatives design to prevent issues that may impact client application availability. Additionally, you will be focused on working with each client on using SPP to enhance their Business Continuity plans through the use of product functions.
The role is performed remotely, and could include working from an IBM office or in a Work at Home environment as allowed. The role will involve occasional travel to the client’s site to improver satisfaction. A degree of personal flexibility and mobility will also be required (work location and working hours) depending on business requirements.
Preferred IBM location is Kelsterbach but other locations in Germany are also considered.
Required Technical and Professional Expertise
Bachelor's Degree in Information Technology is appreciated or equivalent product experience level. Specific experience with Spectrum Protect and/or Protect Plus is required.
German: written and verbal, fluent
English: Written and verbal, fluent
Administrative knowledge of Spectrum Protect (and/or Plus) is required. 3+ years of experience with Product Support or Development for IBM Spectrum Protect, or from a client operations role using Spectrum Protect (and/or Plus) will be considered as qualifications for the role of Technical Advisor.
Preferred Technical and Professional Expertise
Additional information Technical:
Knowledge / Practical Experience on IBM Spectrum Protect Plus are on advantage, deeper experience on HSM / GPFS / BA Client, Flash Copy Manager on Unix / Linux as well, good skills on the SPP Client for DB2 / Mungo DB. Deep Dive Analysis skills on the IBM Spectrum Protect Product Family, Trace & Log File analysis, etc.
Experience on Websphere, DB2, SAN and Tape drives would be useful to the candidate as well. Skills and experience and general understanding with all well established Operating Systems, like AIX, Windows, Linux are somehow mandatory for the candidate.
About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
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For additional information about location requirements, please discuss with the recruiter following submission of your application.
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