Program Technical Support Coordinator (GSAP / IBM Z Skills)

**Introduction**
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.
**Your role and responsibilities**
The Program Technical Support Coordinator is responsible for ensuring seamless operational and technical support execution of the GSAP (Global Skills Accelerator Program) learning ecosystem and IBM Z Skills enablement initiatives. This role serves as the central coordination point for vendor management, course lifecycle support, learner experience feedback loops, program technical troubleshooting, and GSAP User Group administration. The position partners across program management, success coaches, SMEs, operations, marketing/communications, and vendor/platform teams to keep frameworks current, course delivery high-quality, and technical issues resolved quickly and consistently.

Key Responsibilities

Vendor & Partner Relationship Management

· Own day-to-day vendor relationships supporting GSAP and IBM Z Skills learning platforms, content, and tools.

· Coordinate vendor communications, confirmations, timelines, and deliverables; track completion and quality.

· Identify risks/issues; manage escalations and resolution plans in partnership with Program Managers and technical owners.

· Maintain documentation of vendor contacts, processes, support paths, SLAs/expectations, and lessons learned.

· Lead periodic vendor check-ins focused on quality, learner experience, and continuous improvement.

Course & Learning Framework Lifecycle Management

· Ensure courses remain current (latest versions, accurate links, platform readiness, and content alignment).

· Own the refresh process for GSAP learning frameworks: validate accuracy, update mappings, and confirm readiness for releases.

· Coordinate with vendors/SMEs for revisions, new module releases, deprecations, and learning path enhancements.

· Maintain a structured change log with version control and impacted learner journeys.

· Monitor course usage and learner feedback to recommend improvements, replacements, or retirement of content.

· Learning Management System (LMS) maintenance and updates, including rapid fixes for issues requiring immediate attention (Q&A inaccuracies, display errors, and related content patches).

· Digital badging administration (Credly), providing Level 1 support for badging operations and automation workflows.

Learner Feedback, Surveys & Continuous Improvement

· Design and manage course/cohort/event surveys and ongoing feedback mechanisms.

· Analyze survey results and qualitative feedback; produce insight reports and improvement recommendations.

· Partner with vendors, SMEs, and internal stakeholders to implement improvements based on feedback.

· Track recurring learner pain points and coordinate preventative fixes and documentation updates.

SME Activity Coordination & Support

· Coordinate SME scheduling, invitations, confirmations, and logistics for sessions, panels, office hours, and special events.

· Build and sustain strong SME relationships through proactive communication, preparation, and follow-up.

· Collect and synthesize learner feedback on SME sessions to improve future experiences.

· Maintain an SME engagement plan and calendar aligned to program needs and strategic priorities.

GSAP User Group Administration

· Serve as primary administrator and operational owner for the GSAP User Group.

· Manage membership approvals, onboarding communications, engagement posts, and content organization.

· Capture community trends/questions and partner with stakeholders to improve program experience.

· Coordinate recurring engagement activities (AMAs, announcements, office hours, success highlights).

Technical Support Focal (GSAP + IBM Z Skills Team)

· Serve as the central technical support focal for GSAP and the IBM Z Skills team.

· Triage and coordinate responses to technical support requests from the team, GSAP User Group, and Technical Support Slack channel.

· Diagnose issues; coordinate with vendors/platform support and IBM technical owners; communicate status updates.

· Build and maintain a knowledge base (FAQs, troubleshooting guides, escalation workflows).

· Track and report support metrics (volume, response time, resolution time, recurring issue categories).

Program Operations Support & Special Projects

· Maintain SOPs, playbooks, templates, and operational documentation to support scalable delivery.

· Support program and event operations including platform readiness testing, registration/support troubleshooting, and live session support.

· Onboard new internal team members on tools access, support workflows, and program operational processes.

· Contribute to special projects aligned to GSAP and IBM Z Skills program growth and innovation.

Success Metrics (Examples)

· Courses and learning frameworks remain current and aligned to release timelines.

· Improved support response and resolution times; reduction in recurring issue volume.

· High satisfaction scores from learners, SMEs, and internal stakeholders.

· Growth and engagement of GSAP User Group and improved community responsiveness.

· Documented and scalable workflows that reduce operational burden across the team.
**Required technical and professional expertise**
Required Qualifications (Must Have):

· Program management skills: ability to manage multiple workstreams, priorities, stakeholders, and timelines.

· Strong written and verbal communication skills across global audiences and varied technical backgrounds.

· Technical savvy with learning platforms, collaboration tools, troubleshooting, and escalation workflows.

· Excellent time management and operational discipline; strong follow-through and accountability.

· Training/education mindset with passion for learner experience and continuous improvement

Core Competencies:

· Operational excellence and ownership mindset

· Customer service orientation and learner-first thinking

· Structured problem solving and issue resolution

· Vendor and stakeholder management

· Ability to simplify complexity and communicate clearly

· Continuous improvement mindset
**Preferred technical and professional experience**
Preferred Skills / Additional Strengths

· Highly organized, detail-oriented, and process-driven; strong documentation discipline.

· Client-facing presence with strong stakeholder management and responsiveness.

· Familiarity with IBM Z / mainframe ecosystem and IBM Z Skills enablement programs.

· Event planning/coordination skills (virtual and on-site).

· Experience managing communities or user groups.

· Comfort with metrics, dashboards, and survey analysis (Excel, forms/survey tools).
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.