Introduction
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.
Your Role And Responsibilities
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.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
* Bachelor's degree in computer science, Computer Engineering, Electrical Engineering, Math, Science, or related field, and/or equivalent experience.
* Excellent English communication skills (verbal and written).
* Acting in a respectful and professional manner to represent IBM to its high-profile clients.
* Working in high pressure, dynamic situations with a large degree of autonomy.
* Key Job Duties:
* Install, Upgrade, and Maintain IBM MQ using SMP/E.
* Configure MQ Queue Managers, Queues, Channels, Clusters, and Queue Sharing Groups.
* Maintain technical documentation and automation artifacts for deployments and recovery.
* Monitor and tune MQ subsystems using RMF, SMF and available monitoring tools.
* Analyze and resolve complex incidents (log analysis, abends, queue depth issues, channel failures).
* Design and test high‑availability patterns using MQ clustering.
* Actively work on planning and executing Disaster Recovery tests.
* Required Skills:
* In depth knowledge of IBM MQ administration on z/OS.
* IBM MQ Clustering topology, implementation and administration.
* Queue Sharing Groups architecture and administration.
* z/OS proficiency: JCL, TSO/ISPF, SMP/E, JES2, REXX, SMF/RMF.
Preferred Technical And Professional Experience
Client facing technical support professional experience.
Experience working with a global team.
Previous experience as a System Programmer for CICS.