Introduction
In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.​ Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe.

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

#LI-hybrid

Your Role and Responsibilities

Incident Management
• Acceptance of assigned incidents/ incident tickets
• Categorization/ prioritization of incidents
• Incident analysis
• Troubleshooting
• Incident ticket maintenance
• Coordination of incident processing
• Where applicable: initiation of escalation process
• Creation of workarounds
• If applicable: maintenance of the known error database
• Analysis of the possible cause of an error (root cause analysis)
• If applicable: creation of problem tickets

Problem Management
• Classification/ prioritization of problem tickets
• Root cause analysis
• Supports the provision of workarounds.
• Bug fixing/ provision of sustainable solution.
• If applicable: forward ticket to software manufacturer
• If applicable: check the solution provided by software manufacturer
• Maintenance of problem ticket
• If applicable: maintenance of the Known Error Database

Service Requests
• Acceptance of the service request
• Performing the service request according to the service catalogue that is set up with client
• Service ticket maintenance

Small Enhancements/ Changes
• Request acceptance
• Analysis and evaluation of the requirements
• Effort estimation
• Implementation of request
• (Adaptation of) documentation.

Required Technical and Professional Expertise

• AMS Continuous monitoring of the applications included in the defined scope of services, e.g.
• Performance
• Jobs
• Interfaces
• Dumps
• Print Queues
• Creation and maintenance of incidents/tickets, resulting from above-mentioned tasks.
• Recommendations for improvements regarding recurrent incidents
• Recommendations for Performance optimization
• Access Management/ Authorization – creation and/ or change of roles in SAP; critical role analysis; audit analysis request
• Maintenance of the operations manual

Preferred Technical and Professional Expertise
n/a