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IBM Infrastructure Specialist in Brasov, Romania


The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world's relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.

Your Role and Responsibilities

Job Description

Brief activity description: this role specializes in performing and enabling remote technical support under Service Level Agreements (SLAs) for Customer Relationship Management applications used by the financial division of a well-known German car manufacturer.


  • Providing technical support resolution feedback to clients and/or IBM client resolution teams, using business knowledge and procedures learned during the Knowledge Transfer period;

  • Using technical and negotiation skills in collaboration with other support operations/organizations to prioritize and ensure problem resolution;

  • Working with ticketing software (Incidents, Problem and Change management);

  • Communicating action plans to the client or IBM representative, as appropriate;

  • Recommending and implementing new features or improvements for existing technical support tools, procedures, and processes;

  • Contributing to department attainment of organizational objectives and high client satisfaction;

  • Working with the support teams to ensure incidents data is collected in an appropriate way to support the investigation of trends and problems;

  • Keeps the application documentation updated (Operational Manual

Required Technical and Professional Expertise

  • Language: English - advanced

  • Logical thinking with strong analytical skills

  • Experience in managing problems and producing support documentation

  • Ability to work collaboratively with teams from other disciplines

  • Ability to manage concurrent complex activities to short timescales

  • Strong interpersonal and communication skills (to be able to communicate in such a manner that is understandable to the end customer)

  • Experience in managing problems and producing support documentation.

  • Ability to advise others on how to apply processes and policy

  • Experience working in large scale environments - nice to have

  • Working previously in the banking environment/ with CRM products - nice to have

Preferred Technical and Professional Expertise

  • Experience working in large scale environments - nice to have

  • Working previously in the banking environment/ with CRM products - nice to have

English: advanced

About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

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About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location StatementIBM wants you to bring your whole self to work and for you, this might mean the ability to work flexibly. If you are interested in a flexible working pattern please talk to our recruitment team to find out if this is possible in the current working enviroment.

Being You @ IBMIBM 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.