Introduction
As a SRE Engineer, you will work in an agile, collaborative environment to build, deploy, configure and maintain systems for the IBM client business. In this role, you will lead the problem resolution process for our clients, from analysis and troubleshooting, to deploying workarounds or fixes. Working closely with our worldwide teams, you will have a unique opportunity to gain first-hand experience with the latest technologies and be supported by a global team of IBMers to grow your own technical skills and develop your career. This role may require some attention after normal working hours in order to troubleshoot and resolve production issues experienced by clients. This role may also require shifting working hours as needed basis for follow-the-sun coverage.
Your Role and Responsibilities
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Contribute to department attainment of organizational objectives and high customer satisfaction.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
May provide training for and mentorship for others on the team.Demonstrate excellent verbal and written communication skills.
Required Technical and Professional Expertise
At least 1 year experience in Technical Support
Fluent in speaking and writing in English and additional language(s)
Basic knowledge with scripting (including Python, JavaScript, and Ansible)
Basic knowledge of Containerization and Kubernetes
Basic knowledge in Operating system administration (Windows, Linux)
Experience in Application and Web Server administration and implementation including related technologies, e.g.: XML, Connectors, EJB, JSP, Servlets, Security, IIS, IHS, and Web services
Basic knowledge of IBM Content Manager on Demand, FileNet Content Manager, and IBM Datacap.
Preferred Technical and Professional Expertise
Windows
Linux
Java
IHS/HTTP(Web Service)
IIS
IBM WebSphere
IBM Content Navigator
LDAP
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?