Job Description

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.



Your Role and Responsibilities

The Sr. Technical Account Manager (TAM)/Delivery Consultant is responsible for ensuring clients receive a higher level of service and added value when using their licensing software from IBM. The Sr. TAM has a close working relationship with the client's team and as a delivery consultant provides clients with remote and/or on-site technical direction for specific supported products, including initiatives such as diagnostic coaching, defect and non-defect problem resolution assistance. They provide proactive assistance to help clients sustain and optimize their IBM Software infrastructure.



As OMS Delivery Consultant, you will be responsible to guide/perform beow activities• Working with OMS Customers on different versions and implementations like OnPrem, OMOC and Containers.
• Provide functional and technical guidance for OMS solutions implemented by Customers.
• Performance monitoring using SST/Instana and recommending optimization.
• Work with internal stakeholders like L2, L3, DevOps, Product Management to get quick and right solutions for the customer.
• Being a trusted advisor to OMS customers.
• Connect on a regular cadence with customers and help in removing any blockers.
• Mentor the customer teams on any new features released by OMS.
• Update customer with latest annoucements made by OMS for new releases or end of support.


As a Senior Technical Account Manager/Delivery Consultant you will be expected to:-• Take ownership of Expertise Connect delivery, act as Single Point of Contact (SPOC)
• Lead a team of TAMs / associate TAMs assigned to their accounts
• Act as Champion to address bottlenecks with client delivery related to complex product issues during proactive or reactive support
• Act as mentor to TAMs / Associate TAMs
• Assist Practice Manager/s during renewals or sizing of new opportunities
• Develop reusable assets / best practices



Required Technical and Professional Expertise

• 10+ years of experience with IBM Sterling OMS.
• Experience with IBM Web Store, IBM Call centre, SBC, GIV, Inventory Visibility (IV), Order Hub(OH), SIP, Self Serve Tool(SST).
• Experience on customization/extension of IBM Sterling OMS APIs, database, UIs, user exits, agents, building sterling web services, configuration deployment toolkit.
• Experience in upgrading Sterling OMS to the latest version and applying Fix Packs.
• In-depth knowledge of Oracle/DB2 SQL and hands-on experience of Sterling Database Tables.
• Experience of working with OMOC and OMS Container implementation.
• Exceptional problem-solving and troubleshooting abilities, with a track record of resolving complex database issues.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
• Strong organizational and time-management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree may be preferred.



Preferred Technical and Professional Expertise

• Experience working on Omni Channel Implementations with IBM Sterling OMS is a plus.
• Knowledge of Instana/NewRelic is a plus
• Knowledge of Openshift/kubernets is a plus



About Business UnitIBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company's Global Markets organization is a strategic sales business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.


Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.


Are you ready to be an IBMer?



About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.



Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.




At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.



Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.



For additional information about location requirements, please discuss with the recruiter following submission of your application.



Being You @ IBMIBM 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.