This role is for a senior SW support professional, with ideally 10 years plus of experience in supporting customers for their IBM OS400 environments and other associated SW products, such as MIMIX.

Job Responsibilities * Maintain high level of customer satisfaction.

• Be available for out of hours call escalation.
• Ensure that the IBM / SW vendors tools, information systems and processes are utilised correctly, and relevant information is provided.
• To provide input to systems, processes, and methodologies, to ensure effective monitoring, control and support to customers.
• To ensure reports are provided to an agreed schedule (or on request), including management and failure analysis reports.
• Participate in Continuous Service Improvement.
• Manage the escalation of customer incidents to IBM / SW Vendor and monitor progress to ensure timely response by the principal SW Vendor.
• Manage software critical situations and take timely action to use proper tools when required.
• Provide support and liaise with the Service Desk CMAs to ensure timely updates and communication with customers during high severity incidents.
• Provide effective and fast repair of ALL incidents.
• Keep up to date on all product changes and perform self-study when required.
• Required to engage in delivery or Services / Projects / Implementations when required.

Preferred Expertise * Trained, certified and with extensive hands-on experience working with and support OS400 environments and associated SW products.

• Excellent knowledge all IBM tools necessary to help supporting the customers / knowledge of other market leading SW Vendor support processes and procedures.
• Excellent knowledge of common diagnostic tools.
• Excellent problem diagnostic and problem management skills.
• Understand SW components that run under IBM OS\'s, or other market leading OS\'s.
• Ability to manage out of hand SW system situations.
• Ability to manage customer meetings and onsite activities.
• Knowledge and understanding of other market leading SW products, such as, but not limited to; VMWare, Linux, Citrix, MIMIX, Nutanix, Cloud Native Technologies, Public Cloud Platforms is preferred.

Kingston Stanley