◆◆◆ 業務内容 ◆◆◆
・障害発生時の早期復旧および原因究明
障害発生時にはシステム全体の状況を迅速に把握し、現場およびお客様と連携して早期復旧を図る。
取得したログや各種データを分析し、障害の根本原因を特定する。
必要に応じて上位サポートや開発チームへエスカレーションを行い、グローバルチームとして問題解決に取り組む。
・障害の未然防止に向けた対応
ーマイクロコードやハードウェアの技術変更があった場合、内容のご説明や更新のご提案を行う
ーグローバルチームからの重要情報連携があった場合、その内容や対応についてご説明する
ーIBM Storage Insightsやコールホームによる障害予兆検知を受け取った場合の内容説明
・問題対応状況やコードリリースに関するお客様への定期的なご報告
◆◆◆ 当ポジションの魅力 ◆◆◆
ストレージ製品のテクニカルサポートとして、最先端のテクノロジーに直接触れながら、周辺分野を含む幅広い技術スキルを身につけることができます。また、海外の開発チームとの協業が日常的に行われており、グローバルな視点で課題を捉え、解決に取り組む力を養うことができます。さらに、実機を扱える環境が整っているため、自らのアイデアを迅速に検証し、知識を実践へとつなげることが可能です。
よりお客様に近い立場で活躍するロールとしてTAM(Technical Account Manager)があります。TAMはIBMのStorage製品についてテクニカルなスキルを持ちつつお客様マネージのスキルも必要とするロールですが、国内のサポート部門、営業部門、システム構築部門との協業のみならず、グローバルチームとも密に連携を行う非常にやりがいのあるロールです。TAMはExpert CareというIBMの新しい保守サービスにおいてPremiumという最上位のサービスをご購入いただいたお客様に個別にアサインされます。Expert Careは順調に売り上げを伸ばしており、IBMとしても力を入れていて今後大きく成長していく職種となります。
Your Role And Responsibilities
ストレージ製品のテクニカルサポートスペシャリストとして、お客様に対し高度な技術支援を提供します。開発チームや現場と連携しながら問題解決に取り組み、最適なソリューションを提案します。特に、Expert Care Premiumをご契約のお客様に対しては、障害の未然防止および障害発生時の対応をリードし、システムの安定稼働を支援します。
Required Technical And Professional Expertise
・Fundamental skills in Information Technology
・Communication skills with customers in Japanese
・Communication skills in English (CEFR B2)
Preferred Technical And Professional Experience
・Skills related to storage products, SAN (Storage Area Network) products and Network switch products
・Experience in technical support
・Experience in IBM Systems products maintenance service
・Experience in explaining hardware failures to customers
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