Jens drives innovation initiatives for the IBM Multi-Vendor Services portfolio and leads the IBM global community of technology support experts. As a recognized technical leader, he works with clients to streamline their IT support and transform after-sales-service organizations. In addition he leads the Editorial Board of the Zero Outage Industry Standard Association. With 20 years of experience in the field of IT operations and technology support, his expertise spans various IT Infrastructure technologies, high availability solutions, IT service management and IT management consulting. He is a member of the IBM Academy of Technology, a certified electrical engineer and holds a diploma in industrial engineering (UAS).