Technical Support Professional

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities

• 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 L3 / 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

Required Technical and Professional Expertise

• OpenSource technologies Cloud certification.
• RedHat OpenShift Kubernetes AWS Azure
• Programming and or system administration knowledge troubleshooting negotiation skills operating system databases administration tools SQL

Preferred Technical and Professional Expertise

• 2-4 years of relevant experience as DBA/Backend developer with strong knowledge of SQL engine federation and query optimization.
• 3+ year experience working on Linux (and UNIX) operating systems in server environment.
• Hands on experience on deploying or supporting databases on Public Cloud (AWS Azure IBM Google).
• Strong working knowledge of Container technologies/platform (Docker Kubernetes Openshift).
• Database knowledge in any of the following is preferred but not mandatory:
• DB2 EDB Mongo Datastax Singlestore Dremio Azure synapse
• Experience with Big Data and Hadoop software stack: HDFS Hive HBase Ambari Cloudera Manager is preferred but not mandatory.
• Ability to multi-task in a fast-paced environment.
• Strong active listening skills and excellent written and oral communications skills.
• This role will require working a shifted work week weekends and some public holidays as part of a global worldwide support team.