Optim Technical Support Professional

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Introduction

IBM Optim is a data management solution that helps organizations manage data throughout its lifetime, from requirements to retirement. It offers a centralized archiving solution, test data management, protection of data, and data governance.

Responsibilities

• Provide technical support assistance to customers using problem determination/problem source identification skills.
• Communicate action plans to the customer or IBM representative as appropriate.
• Strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution.
• Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
• Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
• Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions, utilizing technical and negotiation skills.
• Ability to document findings, create knowledge base articles, and contribute to technical support tools, procedures and processes.
• Contribute to department attainment of organizational objectives and high customer satisfaction.
• Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
• May provide training for and mentorship for others on the team.
• Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
• Documents problem solutions within the company knowledge base.
• Manages requests and priorities daily.

Required education
High School Diploma/GED

Preferred Education
Bachelor's Degree

Required technical and professional expertise

• 5 years experience in Database Management systems and tools. Familiarity with database backends (DB2, Oracle, SQL Server).
• Ability to debug in Java, C/C++, or scripting languages.
• Technical ability to analyze and resolve issues related to these products.
• Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
• Experience in Computer Networks and Communication.
• Advanced skills in log analysis, trace interpretation, and root cause identification.
• Ability to investigate configuration related issues and resolve accordingly.

Preferred Technical And Professional Experience

• Experience with Optim Archive, Data Privacy or Test Data Management is a bonus.
• Demonstrated communication skills
• Analytical thinking, structured problem-solving techniques
• Strong positive customer service attitude with sensitivity to client satisfaction.
• Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
• Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.