Support Engineer - Virtualization

Introduction
The IBM mainframe (Z Systems) is responsible for most credit card transactions and is used by the many of the top insurers banks retailers and airlines.
IBM z/VM® is an operating system with highly secure and scalable hypervisor and virtualization technology designed to run Linux® z/OS® z/VSE® and z/TPF virtual machines as well as Red Hat® OpenShift® on IBM zSystems™ and IBM LinuxONE servers. z/VM provides a highly secure and scalable environment for efficiently running critical Linux applications with support for more Linux virtual servers than any other platform in a single footprint.
The z/VM team is a worldwide team primarily located in Poughkeepsie NY with expansion plans in Bangalore India. All phases of the software life cycle are performed within this team including the design development test performance as well as supporting the product in the field with customers. Agile methodologies are used throughout the life cycle.
We are looking for qualified software engineer candidates to be part of our IBM Z Systems team to help us take z/VM virtualization to the next level on the mainframe.

Your Role and Responsibilities
In this role you will provide technical support assistance to IBM clients using problem determination and problem source identification skills in z/VM. This includes reading/analysis of code as well as a review of memory dumps logs and traces. In addition to technical skills in your Z/VM component you will use your communication skills to directly interface with some of IBM’s largest customers. In doing so you will be forming action plans and collaborating with the customer as well with development teams to drive problems to a solution. Problems can take the form of usage/configurations/how-to as well as code defects.

You will be responsible for recommending and implementing new improvements to existing technical support tools procedures and processes. You will also be able to make improvements to z/VM products to improve reliability uptime and serviceability. You should exhibit strong problem-solving skills a desire to face new and unique challenges each day and strong communication skills. You should be willing to learn the ins-and-outs of your z/VM component as well as general IBM Z architecture skills. You should have strong knowledge of at least one programming language and be open to learning new languages that are unique to the IBM Z environment.

After extensive technical and process training your primary role will be to ensure timely response to Client high priority cases. Initial training will include building deep technical skills and process learning working alongside established and experienced technical professionals. With the deep skills established you will join a team that is dedicated to ensuring that the support agreement terms and response times are met.6. Participate in continuous and iterative software development cycles with emphasis on code quality supportability scalability and performance6. Document technical issues and solutions

Required Technical and Professional Expertise
Required Technical and Professional Expertise with relevant experience of 3- 7 years as a support/L2/L3 engineer for Unix/Linux based products
Must to have:

• 3+ years of experience in troubleshooting and fixing the defects/ incidents reported by intern/external customers
• Excellent programming and debugging skills in C/C++ (REXX and Assembly would be advantageous)
• Strong knowledge of any of the Technologies – Security Management SW or Networking ( TCP/IP BGP VLANs OSPF IPsec) or Identify Access Management(IAM) tools and services.
• Sound knowledge of virtualisation concepts and experience in working with KVM Hyper-V and VMWear product(v-SphereV-center) – added advantageous if they know LPAR PowerVM z/VM.

Good to have

• 3) Hands on experience in handling customers technical enquiries as well as service-related enquiries and ensure that they are resolved within the timeframes set by service level agreements.
• Extremely comfortable in Linux/unix development environment – commands/shell Libraries and managing the development environment & Linux Administration.
• Ability to write/modifying Shell Programs – Bash KSH CSH.
• Experience working with install/Build scripts Makefiles and configuration.
• Strong team player with good communication and interpersonal skills
• Proven ability to work effectively in a global team environment
• Proven command over the English language both written and verbal

Preferred Technical and Professional Expertise

• Sound knowledge of virtualisation concepts especially LPAR KVM and z/VM;
• Solid understanding of systems architecture (Hardware/ Firmware)
• Knowledge of Linux administration
• Familiar with IBM Mainframe environment (hands-on would be Plus)