The L2 team is responsible for supporting customers that utilizes IBM Fraud products. These are products that provide real-time fraud prevention in any cashless payment system, through any channel. Product that provides a unified view into suspicious activities in the form of investigations. Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) regulations in the United States, and other jurisdictions, typically require financial institutions to assess the risk of money laundering or terrorist financing according to risk factors that include geography, customer characteristics, products & services that we are responsible in supporting the product that provides those geographic risk assessments.
Duties and responsibilities:
The responsibilities and required skills associated with the role will change from time to time to address continuously evolving company objectives.
The main duties are:
Provide assistance via email, telephone and remote desktop in order to resolve customer problems with IBM software.
Conduct independent research in order to find solutions to customer reported problems.
When necessary, escalate cases to L3 and track cases through closure.
You will also create troubleshooting, FAQ’s, Must Gather and other support documents.
In addition to these duties, employees are expected to undertake other duties as may reasonably be required in order to fully perform the role.
Degree in either a scientific or a computer related discipline
Delivery-oriented and ability to work under pressure in a complex business environment
An ability to collaborate with the senior leadership and clients' customer teams
Represent the support manager’s best interests at various meetings, and report back
Attendance at some customer facing events to give customers exposure to the support team and process
An attitude of quality, diligence and thoroughness is essential; the successful candidate will display a commitment to continuous improvement of processes and deliverables.
Excellent verbal and written communication skills need to be demonstrated. The successful candidate will be expected to develop and present ideas clearly and have a passion for resolving customer problems.
Excellent presentation and client facing skills
Basic understanding of networking and troubleshooting practices
An ability to work in both small and large teams is required.
Required Technical and Professional Expertise
Basic skills in working with tools like revision control, issue tracking etc
Basic knowledge of Linux and Windows
Fluent spoken and written English skills.
Experience with related IBM brands (DB2, WCA, II, PDOA, IBM Big Match, WEx) would be an advantage
Working knowledge of Virtualisation software e.g. VMWare, ESX.
Knowledge of SSL, SPNEGO and Active Directory
Understanding the principles of software or database systems development
Familiarity with database essentials Experienced DBA skills not essential, but familiarity with using one current RDBMS is preferred.
Good hands on use of Unix and/or Linux commands
Working knowledge of Unix file system
SSL - TLS - Certs
Preferred Tech and Prof Experience
1 or more years of experience with the following: Linux, VMware, ESX, Virtualization, and RDMS Database
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.