Z/OS Premium Support Specialist

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. As a Technical Support Professional: Technical Account Manager, you will combine customer partnership and consultancy with direct engagement on high-priority cases, providing premium and proactive services to clients in support of IBM Systems hardware and software products. You will specialize in advising, consulting clients, and owning client relationships for all questions related to the product/solution. Your primary responsibilities will include:

• Manage Client Relationships: Develop and maintain strong relationships with clients, understanding their current technical environment status and potential impact on their business, and communicate new solutions and product releases, fixes, and versions.
• Analyze Data and Trends: Utilize the Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze data, trends, and logs to prevent technical issues, identify root causes for client environment problems, and propose technical environment improvements to clients.
• Collaborate with Teams: Work with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution, and coordinate client-centric tasks such as Proactive, Predictive, and Remote code load activities.
• Provide Expertise and Consulting: Offer expertise and consulting services to Premium Support clients, guiding onsite engineers and clients through installations, upgrades, and monitoring set-up activities.
• Communicate Solutions: Regularly communicate with clients, proposing configuration enhancements and participating actively in the change management process. Bachelor’s degree (or equivalent experience) in Computer Science, Engineering, Mathematics, or a related field.Strong analytical and problem-solving skills. Advanced English communication skills (written and verbal). Ability to work independently and collaboratively in high-pressure situations. Solid knowledge in z/OS and installation and implementation of IBM products including integration dependencies with hybrid environments. Experienced as a z/OS System Programmer and open to working with new products. SYSPLEX concepts and terminology. z/OS Security related concepts and terminology. SYSPLEX concepts and terminology. Background in tutoring, teaching assistant roles, or mentoring. Demonstrated service mindset and ability to explain complex issues clearly. At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. Como Consultor(a) Técnico(a) de Suporte: Gerente de Conta Técnica, você combinará parceria com o cliente e consultoria com engajamento direto em casos de alta prioridade, oferecendo serviços premium e proativos para clientes em apoio a produtos de hardware e software IBM Systems. Você se especializará em orientar, consultar clientes e gerenciar relacionamentos para todas as questões relacionadas ao produto/solução. Suas principais responsabilidades incluirão:
• Gerenciamento de Relacionamento com Clientes: Você desenvolverá e manterá relacionamentos sólidos com os clientes, compreendendo o status atual do ambiente técnico deles e o impacto potencial em seus negócios, além de comunicar novas soluções, lançamentos de produtos, correções e versões.
• Análise de Dados e Tendências: Você utilizará a Plataforma de Suporte Cognitivo (Salesforce) e o Watson Einstein Analytics para analisar dados, tendências e logs, prevenir problemas técnicos, identificar causas-raiz de falhas no ambiente dos clientes e propor melhorias no ambiente técnico.
• Colaboração com Equipes: Você trabalhará com outras equipes de Suporte, Gestão de Reclamações e Desenvolvimento para promover o compartilhamento de conhecimento e agilizar a resolução de problemas, além de coordenar atividades centradas no cliente, como atividades Proativas, Preditivas e de Carregamento Remoto de Código.
• Prestação de Expertise e Consultoria: Você oferecerá expertise e serviços de consultoria a clientes de Suporte Premium, orientando engenheiros no local e clientes em instalações, atualizações e configurações de monitoramento.
• Comunicação de Soluções: Você se comunicará regularmente com os clientes, propondo aprimoramentos de configuração e participando ativamente do processo de gestão de mudanças. Bachelor’s degree (or equivalent experience) in Computer Science, Engineering, Mathematics, or a related field. Strong analytical and problem-solving skills. Advanced English communication skills (written and verbal). Ability to work independently and collaboratively in high-pressure situations. Solid knowledge in z/OS and installation and implementation of IBM products including integration dependencies with hybrid environments. Experienced as a z/OS System Programmer and open to working with new products. SYSPLEX concepts and terminology. z/OS Security related concepts and terminology.SYSPLEX concepts and terminology. Background in tutoring, teaching assistant roles, or mentoring. Demonstrated service mindset and ability to explain complex issues clearly. Brazil Infrastructure & Technology Professional Multiple Cities (0022) IBM Brasil-Industria, Maquinas e Servicos Limitada