IBM
Overview
IBM Content Manager OnDemand (CMOD) is an enterprise content management (ECM) and report management solution for archiving and managing high volumes of documents, reports and other data. This role specializes in performing and enabling technical support for IBM Content Manager OnDemand. Successful candidates will provide technical support assistance to customers using problem determination / problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools, procedures, and processes, contributing to department goals, and attaining organizational objectives through high customer satisfaction. Content Manager OnDemand is a critical component in the middleware stack and plays a key role in IBM's enterprise content management strategy. You will be part of an international, remote support team providing 24x7 follow-the-sun support.
Responsibilities
Provides technical support assistance to customers using problem determination/problem source identification skills.
Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
Communicates action plans to the customer or IBM representative as appropriate.
Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
May provide training for and mentor others on the team.
Contributes to department attainment of organizational objectives and high customer satisfaction.
Documents problem solutions within the company knowledge base.
Manages requests and priorities daily.
Qualifications
Over 5 years of hands-on experience with product development.
Strong experience working as a full-time software developer in C, C++ & Java.
Solid understanding of software development lifecycle and tools.
Experience in operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Advanced skills in log analysis, trace interpretation, and root cause identification.
Familiarity with database backends (DB2, Oracle, SQL Server) and their interaction with CMOD.
Familiarity with APIs and SDKs used for CMOD integration (e.g., ODWEK, REST APIs).
Ability to debug in Java, C/C++, or scripting languages used in CMOD integrations.
Over 5 years of hands-on experience with CMOD architecture, components, and deployment models (distributed, z/OS and/or iSeries).
Experience in CMOD configuration, including resource managers, application groups, library servers, and storage sets.
Experience in CMOD performance tuning and capacity planning.
Knowledge of CMOD indexing, retrieval, and archival processes.
Ability to analyze and resolve issues related to ARS logs, ARSLOAD, ARSSOCKD, and ARSWWW.
Experience with CMOD exits, user exits, and customizations.
Experience supporting customers with enterprise-grade CMOD deployments with high availability and meeting SLA requirements.
Knowledge of LDAP.
At least 1 year of experience in Technical Support.
Experience with CMOD on Cloud or hybrid deployments.
Exposure to enterprise content management (ECM) ecosystems including integration with external systems.
Demonstrated communication skills; analytical thinking and structured problem-solving.
Strong positive customer service attitude with sensitivity to client satisfaction; self-starter and quick learner in a fast-paced environment.
Seniority and Employment
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Marketing, Public Relations, and Writing/Editing
Industries: IT Services and IT Consulting
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Responsibilities
Provides technical support assistance to customers using problem determination/problem source identification skills.
Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
Communicates action plans to the customer or IBM representative as appropriate.
Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
May provide training for and mentor others on the team.
Contributes to department attainment of organizational objectives and high customer satisfaction.
Documents problem solutions within the company knowledge base.
Manages requests and priorities daily.
Qualifications
Over 5 years of hands-on experience with product development.
Strong experience working as a full-time software developer in C, C++ & Java.
Solid understanding of software development lifecycle and tools.
Experience in operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Advanced skills in log analysis, trace interpretation, and root cause identification.
Familiarity with database backends (DB2, Oracle, SQL Server) and their interaction with CMOD.
Familiarity with APIs and SDKs used for CMOD integration (e.g., ODWEK, REST APIs).
Ability to debug in Java, C/C++, or scripting languages used in CMOD integrations.
Over 5 years of hands-on experience with CMOD architecture, components, and deployment models (distributed, z/OS and/or iSeries).
Experience in CMOD configuration, including resource managers, application groups, library servers, and storage sets.
Experience in CMOD performance tuning and capacity planning.
Knowledge of CMOD indexing, retrieval, and archival processes.
Ability to analyze and resolve issues related to ARS logs, ARSLOAD, ARSSOCKD, and ARSWWW.
Experience with CMOD exits, user exits, and customizations.
Experience supporting customers with enterprise-grade CMOD deployments with high availability and meeting SLA requirements.
Knowledge of LDAP.
At least 1 year of experience in Technical Support.
Experience with CMOD on Cloud or hybrid deployments.
Exposure to enterprise content management (ECM) ecosystems including integration with external systems.
Demonstrated communication skills; analytical thinking and structured problem-solving.
Strong positive customer service attitude with sensitivity to client satisfaction; self-starter and quick learner in a fast-paced environment.
Seniority and Employment
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Marketing, Public Relations, and Writing/Editing
Industries: IT Services and IT Consulting
#J-18808-Ljbffr