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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:

• 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

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

• 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

Preferred Technical and Professional Expertise

• 2 - 5 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

About Business UnitIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

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?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.