Description
Technical Iseries Customer lead SE:-is the focal point of the Iseries SErver Team towards the SM/PE community and other Service Delivery teams for all matters related to his/her customer
-is responsible for the overall technical environment of the customer and for the quality of the full range of services provided by the team (including completeness of documentation, pro-active problem management and root cause analysis, change management, reporting, backup/restore tests, security management, asset management, performance management )
-is responsible to follow the right processes and to update related databases, teamrooms with the correct and up to date information.
-is doing the follow-up and coordinates the activities performed by other iSeries system engineers for customer.
- interfaces with the customer on technical matters in cooperation with SM/PE and is accountable
- together with SM/PE - for the service, satisfaction of and relationship with the customer.
- active participantion in the P&C meetings.
- chalenges the DPE/Service Manager to deliver the contractual services, "not more not less" as to have the right claim coded availabe (BAU, RFS, TRN, PreSales ..)
- makes sure a backup is available during holidays or other off days and makes it known to Team Leader and DMT.
- a TSA is a technical person who is part of a team and who is working close together the TSM/TSA community: working out a detailed solution to help drive an SO deal for an IBM customerand provide costinput, is the overall iSeries Subjet Matter Expert (SME).
- participates in TDA (Technical Delivery Assessment) reviewsessions in assistance of the Service line manager.
- validates all server configurations (including review of IERs)
- assistance with (smaller) cost cases.
- support TSM/PM/PE's with PreSales activities.