Technical Support Professional - IBM Tech Support Jobs in Bangalore

Job Description

Job Title: Technical Support Professional

Company: IBM
Location: Bengaluru East, Karnataka, India
Employment Type: On-site | Full-time

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Introduction

At IBM, work is more than a job—it's a calling: to build, to design, to code, to consult, to think along with clients and sell, to make markets, to invent, to collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, let’s talk.

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Your Role and Responsibilities

We are looking for a Technical Support Professional to join the IBM Engineering Life Cycle Management (ELM) Product Support team. This team of highly skilled and motivated individuals provides technical support to IBM clients. Your key responsibilities will include:

• Understanding, narrowing, and defining the scope of client concerns.
• Managing client expectations, determining technical impact, and prioritizing issues.
• Collaborating with other support teams to diagnose and resolve issues using problem determination/problem analysis skills.
• Working with services, development, and SRE teams to correct product issues.
• Communicating updates and action plans to customers as per guidelines.
• Recording and documenting each step of the problem-solving process.
• Sharing knowledge with the team and clients through technotes, blogs, etc.

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Required Technical and Professional Expertise

• Communication skills: Strong verbal and written communication.
• Agile familiarity: Familiar with Agile methods, tools, and process flows.
• Teamwork: Demonstrated ability to work well in a team.
• Learning mindset: History of learning and applying technical skills.
• Customer-facing role: Experience in customer-facing support, including participation in on-call/production-down support rotation.
• Technical knowledge: Experience with troubleshooting on-prem, SaaS, platform, and network environments.
• Education: Bachelor's degree in Computer Science or a related field, or equivalent practical experience.
• Experience: 1-2 years of industry experience.

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Preferred Technical and Professional Expertise

• Database troubleshooting: Experience with Oracle, DB2.
• Agile development process: Familiarity with Agile development practices.
• Containerization: Experience with Docker, Kubernetes, RedHat OpenShift, or AWS.
• Programming languages: Core Java/JEE, Python, or any programming language proficiency.

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