About IBM IBM India since 1992 provides solutions and services spanning all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry.Business Unit IntroductionIBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services.Who you are
You will be responsible for supporting accounts that use Apple Mac devices in their environment, typically alongside an enterprise management toolset such as the JAMF Casper Suite, Dell KACE, Munki, Deploy Studio, etc.
You will be supporting the middleware software, used to manage the environment (i.e. the JAMF Software Server or JSS, Dell Kace Server, Munki Server, etc.), in addition to the support of the platform itself.
What you’ll do
Install, configure, manage and maintain the enterprise middleware management solution used to manage the Apple Mac devices (i.e. the JAMF Software Server, Dell KACE Server, Munki Server, etc.)
Implement configuration changes to existing operating systems and/or images per the OS Configuration requirements document as approved by the client
Complete software packaging per the information listed in the package requirements form.
Work with Transitions/Transformation teams to complete solutioned platform work as described by the statement of work. This includes all Process Change Requests (PCRs) during Transition/Transformation
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
Managing and maintaining the customer’s self-service portal, used for application pull installations and other user initiated support features
Monitor the distribution throughout the distribution life cycle
Collect distribution results and provides a status report to the relevant parties.
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
Complete all activities to required timelines.
Perform complex troubleshooting activities to diagnose issues.
Perform Quality Assurance activities to ensure the platform and all its components operate successfully in the customer environment.
Adhere to best practices, processes, procedures, documents and guidelines
Conduct product evaluations as requested by the account solution lead
Ensure the timely and accurate certification of both hardware and software in line with client specifications and agreed IBM and industry standards.
Develop technical documentation (build, testing, checklists, etc) for new versions/releases, patches and OS configurations/images.
How we’ll help you grow
You’ll have access to all the technical and management training courses you need to become the expert you want to be
You’ll learn directly from expert developers in the field; our team leads love to mentor
You have the opportunity to work in many different areas to figure out what really excites you
Contribute to the development and continued maintenance of internal processes in line with operational and business requirements.
Understand and adhere to all applicable Service Level Agreements (SLA) and promptly notify the account solution lead if any are in jeopardy of being missed
Client Innovation Center (CIC)