Software Developer

at  IBM

Introduction
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.
Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client’s needs.
IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your Role and Responsibilities
As a part of the development organization, you will be the voice of the customer giving feed back, and advocating for enhancements that are most important to our customers. You will work with developers and service representatives that interface with ICIC to provide customers with the best possible outcomes. We closely collaborate with the international development teams of IBM (e.g. hardware and firmware development), the product owners, and other development groups. The focus of ICIC is for customer automation and deployment of guest servers and systems configuration. As a key member of our dynamic team, you will play a vital role in crafting exceptional software experiences. Your responsibilities will comprise of providing direct service communication , design input, problem determination and bug fixing, performance analysis, and solving client problems. Your interaction with the overall ICIC team is key, and client facing activities (e.g. client support, providing lectures conferences) are possible. In this job offering, we are specifically looking for new team members to grow our ICIC team working with IBMs biggest customers. Are you interested in large systems and productivity tools? If so, our team is the right place for you! Key Responsibilities: Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products. Diagnose software issues, including but not limited to, installation configuration problems, connectivity issues, system crashes, hardware errors, connectivity problems, and peripheral compatibility. Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues. Guide customers through installation, configuration, and service steps, utilizing remote diagnostics and diagnostic software where necessary to resolve problems. Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner. Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction. Stay updated on ICIC product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support. Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives. Participate in training sessions and knowledge-sharing activities to enhance technical skills and stay informed about new IBM virtualization products and technologies. Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.
Required Technical and Professional Expertise
Proven experience in technical support roles, preferably with a focus on IBM z servers or similar hardware. Proficiency in diagnosing and troubleshooting hardware and software issues related to servers and virtualized servers. Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email. Strong customer service orientation with a passion for helping customers resolve technical challenges effectively. Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail. Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries. · 3+ years of experience in customer service remote service interactions. · 2+ years of experience in systems maintenance and systems level programming · 2+ years of experience in systems operations, user interfaces · Expert skills in team-based problem solving. · Expert skills in source code repository systems (e.g. git), scripting languages (e.g. Python) and remote log analysis
Preferred Technical and Professional Expertise
· Skills with productivity tools and server deployment. · Skills in server virtualization · Skills in current remote customer service · Skills in IBM z configuration and IBM z virtual servers · You are highly motivated · Demonstrated communication skills
About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being

• Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs.

• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law.

• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals.
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
We consider qualified applicants with criminal histories, consistent with applicable law.
Being You @ IBMIBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Please refer the Job description for details