Jens Rathgeber is a technical leader within IBM's Technical Support Services (TSS) organization. His primary focus is on IT availability that matters for business. In his current role as Principal Consultant for TSS in Europe, he builds the bridge between the business demand for always-on solutions and the availability of the underlying IT infrastructure. Despite his passion for technology and innovation, he always considers the business context in any project or engagement. As a thought leader he led the team that elaborated the technical support strategy of IBM in Europe. Having spent more than 15 years in the IT operations field, he has gained experience in service management, organizational change, project management, solution design, requirements engineering, and IT management consulting. He is a certified electrical engineer and holds a diploma in industrial engineering (UAS). He joined IBM's Global Business Services in 2000 and moved to Global Technology Services in 2008. Prior to this, he worked as an electrical engineer for General Motors in Europe (Adam Opel AG) and the German Air Force, where he started in electronics but then joined a team that implemented a software solution to modernize the accounting model.