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Introduction

IBM Data and AI team is looking for an experienced technical support engineer to join our team. As part of this team, you will have opportunity to work on supporting our customers that are utilizing IBM's Cloud Pak for Data platform.

Votre rôle et vos responsabilités

**Important: This role requires weekend coverage, therefore the candidate needs to have availability to work on an alternate work week schedule including Saturday, Sunday or both.

 

Your responsibilities will include:

• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and

understanding its scope

• Managing client expectations and understanding the nature of the issue in terms of technical impact and

pervasiveness

• Utilizing technical and negotiation skills and collaborate with other support teams / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

• Make timely, accurate and complete updates in case information to document all activities relating to the clients’ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given)

• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines

• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.

• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction. For Global Elite Program will need to follow stricter SLAs

• Record and document each step of the problem- solving effort including any interaction with the client.

• Sharing knowledge and expertise with the team and with the clients, such as writing technotes etc.

• Ensuring that adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes

Formation requise
Licence
Formation préférée
Master
Expertise professionnelle et technique requise

5 years of experience in technical support/technical leadership client facing role

Demonstrated Knowledge of Linux operating systems such as RHEL or CentOS. LPIC-1, Linux+ certifications.

Experience working with container technologies: Openshift (preferred), Kubernetes, Docker, etc

Proficient in technical writing; public facing knowledge articles; technical forum contributions

Demonstrated communication skills and additional languages are a plus.

 

Expertise professionnelle et technique préférée

RHCA certification.
Openshift Admin certification.

 

À propos de la Business Unit

IBM Software insuffle de l'intelligence dans les opérations métier de base, de l'apprentissage automatique à l'IA générative, afin d'aider les organisations à être plus réactives, plus productives et plus résilientes. IBM Software aide ses clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et du développement durable. La capacité d'utiliser toutes les données est essentielle à cet égard, car l'IA ne vaut que ce que valent les données qui l'alimentent. Dans la plupart des organisations, les données sont réparties entre plusieurs clouds, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM met à l'échelle et accélère l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour entraîner, régler et déployer l'IA dans l'ensemble de l'entreprise. La plateforme cloud hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'opérations dans les environnements hybrides : une base flexible pour exploiter les données, où qu'elles se trouvent, afin d'étendre l'IA au coeur de l'entreprise.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.