Premium Support Analyst

Software Group provides the foundation for On Demand Business. We are the world's largest provider of middleware and the second-largest software business in the world, contributing about 15% of IBM's total revenue and one-third of its profits. We have approximately 40,000 employees worldwide, including the world's largest direct software sales force of 13,000 people. SWG works with 100,000 business partners worldwide, with more than 100 strategic ISV alliances. We have 40 software research labs worldwide; more than 25,000 developers, 24 on-demand software centers; and 14,000 employees dedicated to open software technologies, including Linux, Java and XML. Seeking Premium Support Analyst to join our team. On-site resource and in-depth technical diagnostic skills in IBM WebSphere Application Server and WebSphere Portal Server products in a Unix/AIX environment to take direct charge to manage issues/outages which occur in the customer's environment regarding use of these products directly or peripherally. Candidate must be able to quickly identify the source of any problem and direct/perform the necessary steps to resolve the issue collecting the required documentation, opening PMRs, communicating directly with the IBM L2 product support teams, communication to all levels of management within the customer organization, and expediting resolution of critical problems. This position requires assistance in implementation of best practices and proactive measures in the customer's environment. Bachelors Degree in Computer Science or equivalent. Retail Application Product Development, Information Technology, Leadership, decision making and initiative skills are required. WebSphere Application Server (WSAS) Diagnostic Skills- UNIX/AIX, WebSphere Portal Server (WPS) Diagnostic Skills, WebSphere Application Server Product Skills, WSAS and WPS Best Practices are all required skills. Leading edge solutions, tools, products, technologies, techniques Project Management, Account Management, IBM Product Support Processes and strong communication skills. Candidate must demonstrate extensive experience in performing product diagnostics for WSAS and WPS in complex large customer environments. Extensive experience with IBM Product support processes required. Candidate must be able to perform in a highly intense business critical environment and drive results. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex or national origin. xallx

Workplace
C-Customer/Alternate Location

Division
Software Group: 7G-AIM APPLIC INTEG MIDDLEWARE

Desired Skills

Additional Info

Education
Bachelors Degree/Equivalent Experience

Major
Not Applicable