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
IBM Data and AI team is looking for an experienced
technical support engineer to join our team that is
supporting IBM leading data virtualisation capability
on a flexible multi cloud data platform. As part of this
team, you will have opportunity to work on supporting
our customers that are utilizing IBM Cloud Pak for
Data and IBM Cloud to build next generation of
intelligent data fabric.
Your responsibilities will include:
clients concerns in terms of stating the problem and
understanding its scope
nature of the issue in terms of technical impact and
pervasiveness
collaborate with L3 / Dev to prioritize and diagnose
problems to resolution using problem
determination/problem analysis skills.
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
customer or IBM representative via the support portal,
phone and email as per response guidelines
timely and appropriate escalation processes to
engage other Support teams.
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
solving effort including any interaction with the client.
with the clients, such as writing technotes etc.
followed. If applicable, recommends and implements
new or improvements to existing technical support
tools, procedures, and processes
Required Technical and Professional Expertise
Programming knowledge, Trobleshooting, Negotiation
skills. Linux, Databases, OpenSource Technologies,
Hadoop Distributions/ Big Data, SQL
2 years of relevant experience working with DBs,
knowledge of SQL engine, federation and query
optimization.
1 year of experience working with Linux environments
oral communications skills.
weekends and some public holidays as part of a global
worldwide support team
Preferred Technical and Professional Expertise
developer with strong knowledge of SQL engine,
federation and query optimization.
operating systems in server environment.
databases on Public Cloud (AWS, Azure, IBM, Google).
technologies/platform (Docker, Kubernetes, Openshift).
but not mandatory:
DB2, EDB, Mongo, Datastax, Singlestore, Dremio, Azure
synapse
HDFS, Hive, HBase, Ambari, Cloudera Manager is
preferred but not mandatory
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