WindowsSupportatIBMinMEXICOCITY,7

IBM
IBM What can you do with the power of IBM?
6mo Career Job
Job Description
Responsibilities of the role
Focal Account
The Focal Account (FA) provides a technical escalation point for the accounts (and the
personnel supporting the accounts) supported out of their delivery center. (e.g.,
specific packaging issues.)
The FA is the WMS face to the client and can either communicate directly with the
client (face to face) or indirectly via phone or email. The FA has expert knowledge and
advanced skills with respect to their WMS areas of expertise. The FA is responsible for
the overall technical solution where delivering WMS services to an account. Depending
on the size and scope, FAs may work independently, and/or with other ASLs on an
account. The FA creates & maintains low-level process documents, analyzes technical
and account trends, and actively looks for ways to improve efficiency and quality in
their areas of service.
The FA works with the client to understand, validate and translate their requests into
requirements that can be understood and processed by the IBM team. The FA acts as
an escalation point for all technical issues communicated by the client. The FA may
also attend joint meetings with other delivery towers as needed to address larger
projects/issues. Since this is a client facing role, it is expected that the FA will work the
same hours (time zone) as the client.
The FA provides technical assistance to lesser skilled analysts in meeting project
commitments and deadlines. The person in this role must possess the necessary skills
to coordinate & communicate with the different resources and teams, both internal
and external, to address and resolve issues in a manner that supports the customer
and IBM values with a focus on client satisfaction.
The FA serves as a central point of contact for packaging and software distribution
requests on large projects and also serves as project managers on large rollouts and
major upgrades.
RESPONSIBILITIES
• Act as the first point of contact with the client for service delivery.
• Manage and monitor WMS requests from start to finish.
• Interface with other IBM account support teams for the delivery of services
• Implement recommended process changes and monitor compliance of new
tools and processes that are within the scope of WMS work activities
• Engages other technical resources (if needed) on technical/operational issues
• Ensure account Change Management procedures are followed.
• Where appropriate, provide input on the performance of team members to
First Line Manager.
• Review, remediate and address design and solution gaps execution in steadystate.
o Implement short-term solutions to stabilize the client environment, and
coordinate, design, and implement long-term solution to address the gap.
• Identify innovative solutions and areas of improvement to benefit their
accounts and WMS /IBM.
• Work with SILs, PMs, Accounting team to prepare projects or requests for new
growth services/scope.
• Interface directly with client's technical SMEs and 3rd party technical
resources. For example activities relating to problem assessment and
resolution, collecting and defining requirements, solution design, etc.
• Work with Delivery Teams to perform work and remediation activities that
cannot be effectively done from within the account due to complexity,
urgency, access to client network, infrastructure, etc.
• Perform WMS activities on an exception basis, as approved by IBM account
team.
• Maintain Account Technical Documentation (Image Configuration/Roadmap,
Standard Packages/Versions, Software Distribution Schedules and history)
• Monitor ticket queue and respond to tickets in a timely manner
• Keep tickets updated
• Close tickets and Change Controls in a timely manner with complete and
accurate notes and ticket coding
• Chair meetings with the client and the IBM teams to discuss and come to an
agreement on the scope, requirements and schedules of the work that is being
requested
• Perform Discovery
• Work with the client to establish schedules and due dates for WMS service
requests.
• Implement recommended process changes and monitors that any changes are
in compliance with existing or new standards that are part of larger scale
account update and transformation projects.
• Work with other teams in transition/transformation and/or steady-state to
help identify and/or resolves complex problems where WMS services and
products may be affected or involved in part of a larger scale issue.
• Assist with the design, solutioning and implementation of client specific
solutions and/or new innovative WMS solutions
Skills
Operational
• Knowledge of WMS service line components, tools, technologies & processes
• Knowledge of WMS Factory Model Structure
• Knowledge of WMS Strategic Direction
Communication
• Excellent written and oral communication skills (English, Spanish)
• Fluent in language of Customer
• Fluent in language of Employees
• Skilled in conflict resolution
• Able to articulate technical issues and resolutions using non-technical language
for understanding.
• Able to negotiate/renegotiate timelines with client
Technical
• Expert knowledge of desktop troubleshooting.
• Expert knowledge of at least one of the core WMS service components
• Expert knowledge of WMS technical requirement documentation and forms.
• Ability to create and maintain technical documentation.
• Knowledge of Project Management skills
• Knowledge of Active Directory and Group Policy
• Knowledge of problem and change management tools

Management/Leadership
• Lead teams in a matrixed environment
• Ability to work under pressure and manage multiple activities concurrently
• Facilitate problem determination and resolution
• Creative, Innovative
Software Distribution
The Software Distribution Analyst is responsible for executing the tasks required to
automatically deploy software applications, updates and/or patches to devices within
a client environment. The Software Distribution Analyst performs detailed problem
determination in order to repair/rerun any failed installations. The Software
Distribution Analyst must also produce detailed reports on the results of the software
distribution. The software distribution analyst may be called in to work off shift hours
to address critical situations.

Required Technical and Professional Expertise

RESPONSIBILITIES
• Schedule distribution of software packages to target audience through
distribution tool within the required duration and time frame
• Complete pre-distribution analysis to ensure the request includes the
necessary information to fulfill the process.
• Validate target lists or run queries to determine available target devices before
scheduling the software distribution.
• Import software packages into the distribution tool
• Monitor the distribution throughout the distribution life cycle
• Collect distribution results and provides a status report to the Account
Solution Lead.
• Update workflow management tools to ensure all Software Distribution
activities are tracked and recorded
• Escalate or report any issues that may compromise the distribution
timeframes or success
• Perform software distribution remediation on unsuccessful endpoints per
account procedures

Preferred Tech and Prof Experience

SKILLS
Operational
• Knowledge of WMS service line components, tools, technologies & processes
Communication
• Excellent written and oral communication skills
• Fluent in language of Customer
• Excellent teamwork skills balanced with the ability to work independently
Technical
• Knowledge of Windows x operating systems, components and configuration
• Knowledge of software distribution tools (e.g., Bigfix, WSUS, Altiris)
• Knowledge of patch management
• Knowledge of problem and change management tools
• Knowledge of office tools (e.g., Excel) for collecting and manipulating
distribution results
• Understanding of software distribution tools such as Bigfix, WSUS and Altiris
• Excellent teamwork skills balanced with ability to work alone

EO Statement
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

 

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