Introduction The IBM Australia Development Lab (ADL) plays a key role in developing and supporting IBM software products. ADL has skilled technical teams in locations around Australia engaged in many facet of software product development and support As part of ADL, the Asia Pacific (AP) Customer Support teams deliver in-depth technical assistance to IBM customers and business partners, across Asia Pacific and worldwide. The teams provide advanced technical support for a wide range of IBM products, enabling customers to extract the full value of their investment in IBM software, hardware and solutions. The team use their deep technical knowledge and proven problem solving skills to tackle complex and critical support issues, and is of strategic importance to IBM's global support network owing to the quality and skills of its staff, its language capabilities, and its location in Sydney, within a time zone between the Americas and Europe. Your Role And Responsibilities The role is within the DB2 Support team located in Sydney. This team of highly skilled and motivated individuals provide technical support to IBM clients with DB2 LUW database systems and related tools such as DB2 Client and connectivity related products across both on-prem and SaaS environments. The clients will be not only from Asia Pacific and but also from around the world. The Asia Pacific (AP) support hub handles severity 1 (down systems) cases as part of the worldwide 24x7 Follow-the-sun (FTS) program as well as non severity 1 cases. Your Responsibilities Will Include Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills. You may have the opportunity to work closely with the DB2 development lab to identify and correct product defects. Communicating updates and action plans to customer or IBM representative via the phone, case updates and email as per response guidelines Contributes to department attainment of organizational objectives and high customer satisfaction. Ability to record and document each step of the problem solving effort including any interaction with the client DBA. Sharing knowledge and expertise with the team and also the clients, such as writing technotes, blogging, etc. Ensuring that an adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes This role requires working a shifted week including a rostered weekend and some public holiday days as the hub is one of 3 worldwide support hubs that provide 7x24 support 365 days a year. Preferred Education Bachelor's Degree Qualifications Required technical and professional expertise Applicants with one or more of the following Bachelor qualifications will be considered: Engineering Degree (Electrical/Computer Systems/Software Engineering); Science (Computer/Mathematics/Statistics); Information Technology Soft Skills Requirements Ability to prioritise personal workload and multitask as required Ability to initiate self-learning of new skills & areas of the database & likewise with the Operating System, cloud platforms, programming languages, shell scripts in order to utilise these to assist solving problems Positive attitudes and willingness to solve complex problems and embrace change, despite difficulties. Excellent communication skills both written & verbal Minimum Technical Requirements Proficiency in at least one RDMS, such as DB2 UDB, Informix, Oracle, SQL Server, MySQL, etc. Proficiency in at least one of the following programming language ( C, C++, Java ) Proficiency in at least one flavour Unix (Linux, AIX, Solaris, HP-UX) Preferred Technical And Professional Experience Desired Technical Skills: Understands and applies knowledge of DB2 database servers including pureScale, DPF, HADR, BLU, Db2u container. Familiar with DB2 Application development concepts, techniques and debugging/troubleshooting DB2 application related problems. Performance tuning experience of DB2 LUW servers and/or applications. Experience with OS core file debugging, OS debugging and tracing tools. Programming skills in some or all of SQL, C, C++, Java, Unix shell scripting, Python, Perl, Unix system calls, etc. Familiar with multiple Unix variants such as Linux, AIX, Solaris, HP-UX and Windows. Experience with the main cloud providers such as IBM Cloud, AWS, Azure, GCP, and container technologies.