Technical Support Professional – IBM Supply Chain Order Management

Job description

**Introduction**
Join IBM as a Technical Support Engineer.
**Your role and responsibilities**
As a Technical Support Engineer specializing in IBM Sterling Order Management System and Sterling Intelligent Promising, you will provide expert guidance and hands-on support to enterprise clients using IBM’s proprietary supply chain solutions.

Key Responsibilities

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Deliver technical guidance, implementation advice, and subject matter expertise across IBM Sterling applications.

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Provide remote technical support to resolve complex issues related to deployment, configuration, performance, and operations.

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Recreate client environments to simulate and isolate root cause, validate fixes, and ensure long-term stability.

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Collaborate across DevOps, Engineering, and Offering Management teams to triage issues and drive improvements in scalability and serviceability.

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Apply hands-on experience with IBM Cloud infrastructure, including Docker, Red Hat OpenShift, and Kubernetes, to support modern deployment models.

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Monitor production environments, enhance alerting and runbooks, and contribute to a proactive SaaS support model.

Premium Support Critical Event Readiness & Rapid Response

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Serve as the primary technical contact during high-impact client events such as go-lives, peak sales periods, or system outages involving IBM Sterling technologies.

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Provide rapid, informed responses to minimize business disruption and ensure continuity for premium support clients.

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Apply in-depth knowledge of proprietary IBM Sterling software and saas architecture to quickly assess issues, identify root causes, and deliver optimal solutions under pressure.

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Act as a customer advocate, coordinating across internal teams to ensure timely resolution and clear communication during critical incidents.

Engineering, SRE & Product Collaboration

Partner with Engineering, SRE and Product Management teams to identify and resolve potential product defects within IBM Sterling’s proprietary software.

Use deep technical expertise to isolate complex issues through simulation, experimentation, and root cause analysis.
Translate findings into clear, actionable insights, to enable clients to design and implement long-term solutions.
Act as a bridge between client-facing support and product development, ensuring customer-impacting issues are addressed with precision and urgency.

Process Improvement and Workflow Optimisation
Contribute to the design, refinement, and evolution of team workflows—from case assignment and routing to proactive monitoring and closure.

Continuously assess and enhance support processes to improve efficiency, scalability, and deliver a high quality client experience.

Collaborate with peers to identify bottlenecks, implement best practices, and drive operational excellence across the support lifecycle.

Champion a culture of continuous improvement, ensuring our support model adapts to changing client needs and business goals.
**Required technical and professional expertise**
Required Skills

* Experience working in an enterprise software technical support environment
* Experience developing, deploying, debugging of Java / J2EE applications
* Database administration skills and an understanding of SQL and relational databases Unix/Linux/Windows system administration skills
* Proven oral/written communication and organizational skills
* Ability to multi-task and re-prioritize under pressure
* Interest to be in a client-facing role, working with leading edge technology and commercial Supply Chain and e-Commerce vendors.
* Familiarity cloud-native technologies including Docker containers, Red Hat Open Shift,
* Kubernetes orchestration, NoSQL databases such as Cassandra
* Familiarity with other programming models and open standards including Angular, Micro service architecture, RESTful APIs,  Java Messaging Service (JMS), Apache Kafka
* Understanding of continuous delivery development principles and practices.

Performance & Optimization Skills

* Experience diagnosing and resolving performance bottlenecks in enterprise Java applications (e.g., thread contention, memory leaks, slow database queries).
* Familiarity with profiling tools such as VisualVM, JProfiler, or YourKit to analyze JVM performance.
* Ability to interpret and optimize SQL queries and database indexing strategies for high-volume transactional systems.
* Understanding of system resource utilization (CPU, memory, disk I/O, network) across Unix/Linux/Windows environments.
* Experience analyzing application logs and metrics using IBM Instana, Grafana, splunk etc
* Knowledge of load testing and stress testing methodologies using tools like JMeter or Gatling.
* Ability to correlate performance issues across application, middleware, and infrastructure layers in distributed systems.
* Experience diagnosing and resolving performance bottlenecks in messaging middleware like MQ, Kafka etc
**Preferred technical and professional experience**
Familiarity with other programming models and open standards including Angular, Micro service architecture, RESTful APIs,  Java Messaging Service (JMS), Apache Kafka
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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Skill Profession

Other General