L2 Support

2 months ago

Pune, India IBM Full time

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

Responsibilities:

- must include but not limited to
- Provide remote troubleshooting and analysis assistance for usage and configuration questions
- Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
- Identify known defects and fixes to resolve problems
- Develops best practice articles and support utilities to improve support quality and productivity
- Respond to escalated customer calls, complaints, and queries
- The job will require flexible schedule to ensure 24x7 support operations and weekend on-call coverage, including extending/taking shift to cover North America working hours.

Required Technical and Professional Expertise

Following minimum experience are required for the role
- Must have worked in atleast 10 years on data protection or storage software’s as administrator or solution architect or client server technologies.
- Must be familiar with and able to interpret complex software problems that span across multiple client and server platforms including UNIX, Linux, AIX, and Windows. Focus on storage area networks (SAN),network protocols,Cloud, and storage devices is preferred.
- Hands on experience with storage virtualization is a plus.
- Professional experience with Software Support
- Excellent communication skills - both verbal and written
- Provide remote troubleshooting and analysis assistance for usage and configuration questions

Preferred Personal skills:

- Excellent organizational skills
- Good analytical and problem solving skills
- Ability to work within a team
- Strong customer driven focus
- Good presentation skills
- Ability to listen to clients and understand both situational and technical issues
- Focused & Results orientated
- Accuracy and attention to details

Preferred Technical and Professional Expertise
- At least 2-3 years of in-depth experience with Spectrum Protect or its competiton products in data protection domain
- Working knowledge on RedHat, Openshift or Ansible administration will be preferred.
- Good in networking and troubleshooting.
- Cloud Certification will be added advantage.
- Knowledge about Object Storage and Cloud Storage will be preferred.

About Business UnitIBM 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.

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?

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