Technical Support Professional - Cics Zsoftware Support Job in International Business Machines Corporation

Technical Support Professional IBM CICS

About CICS

Welcome to CICS the world s leading application server software for IBM Z, processing an impressive 1.2 million transactions per second, equating to 100 billion transactions daily. Trusted by some of the largest financial institutions, including banks, insurance companies, and Fortune 500 companies, CICS powers critical transaction applications globally, helping businesses run efficiently and securely.

Our team is a passionate, diverse, and highly skilled group of technical support professionals dedicated to providing top-tier support for IBM CICS clients worldwide. We are seeking a motivated individual with a strong technical background and a customer-first mindset to join our team and assist in delivering exceptional support to our global client base.

Your Role and Responsibilities

As a Technical Support Professional at IBM, you will be the first point of contact for clients experiencing software issues. Your primary responsibility is to provide expert technical support and troubleshooting assistance to ensure that client systems run smoothly.

In this role, you will:

• Provide critical support for client transaction processing applications, ensuring smooth operations for some of the world s largest institutions.
• Work on high-impact projects, using advanced software development tools and techniques.
• Utilize your problem-solving expertise to diagnose and resolve technical issues related to CICS and mainframe systems.
• Collaborate with a global, multi-functional team, ensuring that our clients receive world-class service and that their software environments are running optimally.

Technical Support at IBM is crucial to the success of our clients and helps maintain systems that drive key processes in finance, transportation, security, and beyond. Whether internally focused or working directly with clients, your contributions will make a measurable impact.

Required Education

Bachelor s Degree in Computer Science, Information Technology, or a related field.

Preferred Education

Master s Degree is a plus.

Required Technical and Professional Expertise

• 3+ years of experience working on z/OS mainframe systems.
• 3+ years of experience with CICS system administration.
• Strong understanding of CICS architecture and the key components that make up CICS applications.
• Experience in upgrading or tailoring CICS systems to meet customer needs.
• Proficiency in at least one of the following programming languages: Assembler, PL/I, COBOL, or Java.
• Strong problem determination skills, including experience using CICS dump and trace diagnostics tools.
• Ability to take a leading role in Critical Situation resolution.
• Experience working in virtual, cross-functional teams and collaboration across different technical disciplines.
• Exceptional communication skills ability to explain complex technical issues to non-technical stakeholders and understand customer requirements.
• Ability to stay calm under pressure, work independently, and remain organized in high-stress situations.

Preferred Technical and Professional Experience

• Experience with Customer Relationship Management (CRM) tools, such as Salesforce.
• Familiarity with debugging tools like IPCS and Fault Analyzer.
• Experience working with USS, TCP/IP, SMP/E, RACF, and VSAM.
• Exposure to IMS, DB2, WAS, SSL, MQ, and DevOps environments.

Why Join IBM?

As a member of IBM, you ll have the opportunity to be part of a culture that fosters innovation, professional growth, and collaboration. We value diversity and encourage employees to challenge the status quo while delivering impactful solutions to our clients. Join us, and together we ll continue to shape the future of transaction processing technology and client support.