**Introduction** Welcome to CICS! CICS is the world’s class leading application server software for IBM Z - serving 1.2 million transactions per second - that's 100 billion transactions in a day. CICS products have their highest profile among large financial institutions, such as banks and insurance companies, many Fortune 500 companies and government entities are reported to run CICS. Our team is passionate about supporting client transaction processing applications around the world. We are an international, multi-cultural and diverse team of experienced technical support professionals. We are seeking a dedicated team member interested in working on a great team that is committed to supporting IBM CICS customers across the globe. We are looking for candidates with prior support experience and a strong technical background. The candidate should have demonstrated strong written and verbal communication skills in English. The candidate should also be capable of putting the needs of the customer first while being mindful of technical best practices. **Your role and responsibilities** As a Technical Support Professional at IBM you are the first point of contact with our clients. Your main responsibilities are to provide technical support and assistance to clients and business regarding their software issues. We provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye, and the world remains safe because of the dedication our Technical Support has to our clients. Whether you are working on projects internally or for a client, Technical Support is critical to the success of IBM and our CICS clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of. **Required technical and professional expertise** * 5+ years of experience working on IBM z/OS mainframe, with deep understanding of system internals and operational environments * 5+ years of hands-on experience in CICS system programming, including installation, configuration, customization, and maintenance * Strong knowledge of CICS architecture, internal components, and how they support enterprise applications * Proven experience in upgrading, tailoring, and performance tuning of CICS regions and supporting infrastructure * Proficiency in at least one of the following programming languages: Assembler, PL/I, COBOL, or Java * Demonstrated problem determination skills, including interpreting system and CICS dumps, traces, and logs to resolve complex issues * Ability to lead technical resolution efforts in high-pressure, business-critical situations * Experience working effectively in virtual, cross-functional teams, demonstrating strong collaboration and ownership * Excellent communication skills - capable of translating complex technical issues into clear explanations for both technical and non-technical audiences, and of understanding and refining customer requirements * Calm, organized, and self-directed, especially when working under pressure or with limited oversight **Preferred technical and professional experience** * Prior experience using Customer Relationship Management tools such as Salesforce * Knowledge Debugging tools (e.g. IPCS, Fault Analyzer) * Experiences in USS, TCP/IP, SMP/E, RACF, VSAM * Experiences in IMS, DB2, WAS, SSL, MQ, DevOps 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.