Service Express

Systems Engineer

• Lead the end-to-end implementation of customer projects on IBM i Power platforms — ensuring technical accuracy, timely delivery, and customer satisfaction. This may require working outside of regular business hours.
• Perform physical onsite hardware installations of IBM Power Servers (travel required).
• Execute system migrations using various methods (Tape, VTL, software replication, storage replication).
• Collaborate with technical subject matter experts and project managers to translate requirements into clear, actionable solutions.
• Ensure project documentation is accurate and handed off seamlessly into production.
• Provide subject matter expert level advice to Technical Pre-Sales for any prospective solutions that are being designed/scoped.
• Participate in a rotating on-call schedule (approximately 1 out of every 8 days).
• Provide efficient and effective support to both internal and external customers. This includes resolving support issues that cannot be handled by lower-tier support staff and being available to attend customer sites as required.

IBM i Systems Engineer

Manager

• Lead, coach, and develop a high-performing global services team
• Serve as the escalation point for global service concerns and major projects
• Build and maintain strong relationships with internal teams, customers, and service partners
• Monitor and manage service calls and project progress across time zones
• Evaluate and coordinate with external service providers and subcontractors
• Oversee geographic coverage and resource allocation for global service operations
• Track key performance metrics and report on team success
• Hold regular one-on-ones with team members to align on goals, performance, and development
• Support global service rollouts, installations, and audits
• Champion continuous improvement in service delivery, communication, and customer satisfaction

Global Services Manager

Pre-sales Engineer

• To fulfil a crucial function within the sales life cycle that provides the vision, benefits and oversight of customer solutions and supports the sales team for all new and growth opportunities
• Work with sales and technical colleagues to deliver compelling business proposals and presentations that understand the need of the customer and sell into the gap
• The measurement of success for this role is the contribution to Service Express in winning new business that is aligned to Service Express’ services portfolio

Pre Sales Consultant

Backend Engineer

• Provide quality Level 2 and limited Level 3 Technical Support to Field Service Engineers and Support Engineers for Storage platforms
• Act as level-2 point of escalation for Service and Support issues relating to Storage products
• Respond to received support calls within 15 minutes and provide quality assistance
• Guide and advise Field Service Engineers and internal personnel on best practices and cost-conscious sustainable solutions
• Act as Trusted Advisor to customers providing value-added support solutions
• Document all actions and resolutions on Support tickets in a timely fashion
• Participate and provide on-call availability for 24x7 customer needs as part of a scheduled rotation
• Implement corrective action for equipment failures under pressure
• Engage other departments when appropriate by customer needs
• Interpret maintenance manuals to troubleshoot and partner with L3 engineers when to escalate
• Ability to setup and configure storage arrays supported by Service Express
• Collaborate with Product Development on research, development and implementation of new hardware and software support services
• Inter-connectivity setup and troubleshooting between storage and compute
• Perform software support on Storage platforms as defined within the Services Catalog

L2 Storage Engineer

Sales

• Develop and deliver high-impact sales training programs and onboarding experiences.
• Partner with Learning & Development, Marketing, Product, and Sales Ops to ensure teams have the right tools and content at the right time.
• Manage enablement platforms and CRM-integrated tools (Salesforce preferred).
• Implement new technology and design strategies to elevate performance.
• Drive adoption of sales methodologies and process improvements.
• Monitor program effectiveness using KPIs and feedback loops.
• Lead and coach a team of enablement professionals, fostering a culture of continuous learning and performance.
• Collaborate with Sales, Marketing, Service, and L&D teams to align training with company goals.
• Contribute to planning and forecasting with revenue leadership and provide feedback to Sales Leadership on team performance.

Director of Sales Enablement

System Administrator

• The IBMi System Administrator will partner with IBM i Operators and IBM i Associate System Administrators to ensure the customer’s IBM i environment including hardware, operating system and associated LPPs (License Program Products) are performing to meet customer expectations and documented SLAs.
• Respond quickly and accurately to customer inquiries
• Perform checks on multiple aspects of the customer environment including backup status, system disk usage, problem entries in message queues, and abnormal job status
• Develop and execute remediation plan on any identified issues
• Create reporting for periodic review with customers on overall performance, issue resolution, and project status
• Develop customized project plans for items such as OS updates, PTF updates, FSP and HMC updates and system migrations
• Perform PTF and operating system updates and upgrades
• Perform HMC and FSP updates
• Respond to and resolve escalation requests from IBM i Associate System Administrators and Operators

IBM i Systems Engineer

Global Services Manager

Pre Sales Consultant

L2 Storage Engineer

Director of Sales Enablement

IBM i Systems Administrator