Please note that this is an internal only position and limits candidates to current regular IBMers of the same employing entity / company as the posted position.
IBM seeks to hire an IBM QRadar Accelerated Value Leader for the worldwide Security Accelerated Value Program (AVP).
IBM Security AVP offers its software customers the highest level of service and support for their Software Group (SWG) software by building close relationships and a demonstrated understanding of a customer's IT environment, business drivers, and competitive needs.
Become part of a team supporting SIEM market leader and assist customer in using cutting edge SIEM, vulnerability, and risk assessment technologies.
The Accelerated Value Leader (AVL) performs technical account management for IBM Security AVP customers by providing ongoing technical advisory service to assist the customer in achieving their objectives for the QRadar Product.
The AVL role performs the following duties:
Partner with customer SIEM admin team to establish mutually agreed upon objectives and milestones for the QRadar product.
Assist the customer SIEM admin team in achieving their objectives through building their administration expertise by
facilitating communication between the customer and IBM technical resources and providing material resources to share in depth product knowledge and proven administration practices and answer technical queries
providing input on release upgrade, product life-cycle, and product end-of-life planning,
assisting in problem resolution by
monitoring problems opened by the Customer’s Named Callers;
working with the Customer to plan for exception support
engaging appropriate escalation processes if and as required and appropriate to help drive problem resolution;
providing the Customer with status on priority problems on a mutually agreed basis; and
providing the Customer with monthly written status reports detailing activity and status of problems
Review the list of customer found defects and their disposition and release vehicles.
Advocate with Offering Management any enhancement requests important to the customer’s business.
Create customer facing quarterly and year-end summary reports of progress towards objectives
Associate Degree/College Diploma
At least 2 years working full time with IBM Security QRadar product: Support, Services, Engineering, Administration roles or equivalent.
At least 3 years in a role focused on passion for customer care and customer satisfaction. Previous experience in a customer facing support role is required; preferably in a support role.
At least 3 years of successful track record in developing and managing customer relationships
At least 3 years experience in enterprise network infrastructure implementation and support, with hands on experience including: routers, switches, firewalls, network services, NMS, proxy servers, intrusion detection
At least 3 years experience in administration of various flavors of Linux
At least 3 years experience in network hardware and software configurations, with the ability to scope the problems and issues that are specific to large enterprise networks
At least 3 years experience in network security management tools, issues, policies, and procedures, particularly as they relate to business practices and guidelines. Ability to anticipate the effects of network on Security Intelligence solution.
At least 3 years experience in communication skills, planning and organizational skills and the ability to manage multiple complex projects and timelines simultaneously.
Independent, proactive, and an excellent team player
Required Technical and Professional Expertise
See job description
Preferred Tech and Prof Experience
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.