Technical Support – L1 Job Vacancy in IBM Bengaluru, Karnataka – Updated today
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Full Details :
Company Name : IBM
Location : Bengaluru, Karnataka
Position :
Job Description : 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, lets talk.
Your Role and Responsibilities
As L1 Support you need to support team is located in 4 strategic geographies to provide 24/7 support. We collaborate globally and encourage innovation and automated solutions to simplify and unify the support process while obtaining relevant measurements for continuous improvement internally and externally.
Responsibilities:
Provide L1 and L2 support for the system within agreed service levels
Tickets Assignment and working on tickets, working on backlog and new tickets to provide resolution within agreed SLA.
Responding to user queries via the Slack channel.
Assist internal customers by resolving tickets for incidents and related questions to the system
Get involved in Migration activities, production changes or projects required by IBM Users/App Teams or Developers, Architects and assist them in making the necessary changes or resolving the defect/ issue in Production.
Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area, following internal processes requirements
Provide regular reporting for tickets status
Be responsible for maintaining and updating operating procedures, working instructions and support documentation
Required Technical and Professional Expertise
Experience with ticketing system; ServiceDesk, Remedy, etc.
Knowledge on Identity and Access Management
Provide Level 1 and Level 2 support for the system within agreed service levels.
Ability to provide 24/7 on-call support as a SME (on a rotational basis if required)
Work and Communication under pressure / client focus
User orientation to provide great support
Collaborative approach and ability to share with global team members lessons learned and blockers
Good analytical skills
Ability to learn fast the application logic and system functionalities
Ability to translate user requirements base on tool capabilities
Ability to drive and deliver e2e task
Excel – Advanced level
Preferred Technical and Professional Expertise
Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area.
Provide daily/weekly report for ticket status
Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
No coding skills required but nice to have – SQL, DB2, JSON
Potential to grow into more technical role
Work experience in agile environment
Support experience
Access management experience.
About Business Unit
The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM’s financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.
Your Life @ IBM
Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It’s time to define your career.
About IBM
IBM’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 Statement
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM 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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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