Introduction At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. Your role and responsibilities In this role you will be a technical focal point and trusted advisor to clients who have purchased our premium support offerings for Fusion HCI including software stack for ANZ Federal Accounts. This role will require a high level of technical and communication skills. Establish credibility and build trust with IBM Premium clients. It requires analytical thinking and problem-solving skills to quickly identify client's situation and expedite problem resolution by engaging the appropriate technical resource. The Technical Account Manager (TAM) facilitates monthly meetings, provides reports, advice on best practice and makes recommend actions. He/she ensures all contractual deliverables are met. The individual must be highly motivated with strong technical skill in cloud-native platforms and container orchestration as well as organizational skill. He/she must be self-driven and is willing to operate in constantly evolving environment. The role provides high visibility within the support organization, requires cross team collaboration including Product, Sales, IBM Client Care team and Business Partners. Additional Responsibilities: Provide remote troubleshooting and analysis assistance for usage and configuration questions Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps) Identify known defects and fixes to resolve problems Develops best practice articles and support utilities to improve support quality and productivity Respond to escalated customer calls, complaints, and queries (The job will require flexible schedule to ensure 24x7 support operations and weekend on-call coverage.: Not shift position, Normal Working Hours following AP Time Zone) Required technical and professional expertise At least 2 years experience working in the area of remote technical support, technical advisor or service delivery (Field). Knowledge in Storage, Networking and Server (Lenovo & Dell) Red Hat OpenShift (Deployment, Configuration, Operator Framework, Monitoring) including CEPH/Defender Red Hat Certified Specialist in Containers and Kubernetes (DO180) Ability to communicate technically Experience in crisis management and client interaction in Federal Accounts Excellent computer skills - MS Office * Fluency in English - both verbal and written (This position does not sponsor Visa due to Business reason) Preferred technical and professional experience Hiring manager and Recruiter should collaborate to create the relevant verbiage. 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
