IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
We are seeking a mid-level engineer to join our z/VM CP Level 2 Support team. In this role, you will troubleshoot, diagnose, and resolve customer-reported issues related to the z/VM Control Program (CP). While prior experience with IBM Z or z/VM is not required, we expect candidates to have a strong foundation in operating systems, debugging, and problem-solving, with the ability to learn new technologies quickly. You will work collaboratively with experienced professionals to ensure the stability and performance of enterprise virtualization systems.
• Provide remote troubleshooting and analysis assistance for usage and configuration inquiries.
• Analyze diagnostic information to assist in problem analysis (which could include interpreting traces and dumps)
• Quickly identify known issues to swiftly resolve customer problems.
• Document issue resolution processes and technical findings.
• Contribute to knowledge base on recurring issues.
• Respond to escalated customer calls, complaints, and queries
• Assist in crisis management by quickly diagnosing and resolving critical customer problems to minimize downtime and impact.
• Collaborate with development and test teams on complex issues.
• Occasionally work off-shift hours as needed to support critical customer issues.
• Design or develop diagnostic tools to support problem analysis.
Strong knowledge of Operating System concepts like dispatching, paging, locking, concurrency, I/O operations etc.
• Familiarity with hardware & systems architecture.
• Proficiency in one or more programming or scripting languages (e.g., Python, Java, C, JavaScript, etc)
• Experience troubleshooting and resolving software or system issues, including analyzing logs and system behaviors.
• Strong understanding of Virtualization and/or Virtualization concepts (working experience either with z/VM, PowerVM, KVM, Xen, VMware, etc.)
• Experience providing remote troubleshooting and support for software usage and configuration inquiries.
Soft skills
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills, adaptable for technical and non-technical audiences.
• Team-oriented mindset with the ability to collaborate across departments to resolve customer issues.
• Proven ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Customer-focused, with strong listening skills to understand technical and situational needs.
• Results-driven and eager to learn new technologies.
Effective presentation skills to convey technical findings clearly.
• At least 5-8 years of experience in software development and debugging.
• Working knowledge on any hypervisor will be preferred.
• Familiarity with networking concepts and configurations.
• Knowledge about virtualization, operating system concepts & configuration will be preferred.
• Exposure to enterprise environments or large-scale IT systems.