The L2 Client Coordinator manages assigned and queue based Service Requests (SR’s) to full resolution for either Maximo or TRIRIGA SaaS customers.
Essential Duties and Responsibilities:
Responsible for the management and ownership of client service requests – both assigned and queue based requests
Execute and resolve service requests on first contact if the request is within the scope of duties and technical skills. In addition:
Perform application troubleshooting and log analysis
Respond to service related questions
Execute SQL scripts
Perform basic Maximo/TRIRIGA installation and configuration tasks
Execute database backup scripts or other system level scripts
Manage change management process for client requests during the assessment, scheduling, approval, implementation and verification stages
Provide input and support for incident reports
Support client review meetings with L3 Client Coordinator as required
Provide input on process and operational improvements
Coordinate operational activities with the supporting teams
Support security compliance procedures and activities
Evening and weekend work required on occasion in support of client activities. In the event of a major outage, expected to be part of the recovery team until service is restored.
Required Technical and Professional Expertise
Linux based operating systems experience
Functional knowledge of Maximo and/or TRIRIGA
Technical skills to perform basic Maximo/TRIRIGA installs and configuration tasks
Communication, presentation, organization and planning skills.
Excellent interpersonal skills to work as a team member
Experience with client facing role
Preferred Tech and Prof Experience
Project management skills or Maximo/TRIRIGA implementation knowledge
Working knowledge of WebSphere Application Server administration including security configuration (Single Sign On or LDAP)
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.