IBM Support Engineer L2 - Bedrock Foundation Development in BANGALORE, India
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.
Your Role and Responsibilities
Are you seeking a fulfilling career in Level 2 support where you can work with the latest cloud-based technologies, help shape the growing world of Hybrid Cloud, and collaborate side-by-side with dedicated engineers to solve technical challenges? If so, the Bedrock support team wants to hear from you.
The Bedrock team works in a fast-paced and highly collaborative environment so communication is key. Our team works with strategic technologies such as Red Hat OpenShift, Kubernetes, Operators with the Operator Lifecycle Manager (OLM), and open source software. We deliver Common Services that integrate the Red Hat Open Shift Kubernetes platform with IBM Cloud Paks and Cartridges/Solutions. Bedrock is key to the Cloud Pak 2.0 strategy in that the services allow IBM solutions to leverage a common set of capabilities like identity & access management, license management, and a UI framework for a common user experience.
Support responsibilities include:
Ensures support requests from clients are worked within expected SLAs and with high quality.
Works closely with other support centers to ensure support requests are appropriately worked from a global perspective and are escalated to additional subject matter experts as needed as per defined processes.
Engages with clients to understand their current implementation and future plans.
Helps clients find solutions to technical challenges.
Identifies, creates, or enhances processes, knowledge base articles, and product improvements as part of a continuous review of support case trends.
Performs on-call support duties, which requires outside business hours on-call capability.
In this role, you will have the opportunity to continually grow your skills in the thriving world of software containers, integrate and apply open-source technologies, and work in a supportive, collaborative and fun environment. Come join us!
Required Technical and Professional Expertise
5+ Years of Total Experience
Experience managing Linux systems in virtual environments (2-year experience)
Experience creating, deploying, and troubleshooting Docker
Experience debugging and troubleshooting complex problems in kubernetes and Red Hat OpenShift
Working knowledge of cloud technologies such as containers and kubernetes (2-year experience)
Enjoys working with clients and solving problems.
Meticulous and thorough in issue analysis and documenting next steps/resolution.
Ability to effectively work with IBM teams in other time zones
Good listener to fully understand customer requests and help to resolve the issue
This position is customer facing (all audience levels) with direct phone and email communications, which requires good interpersonal skills along with good written and oral communication skills.
Data driven approach to identifying concerns and driving improvement actions.
Preferred Technical and Professional Expertise
Good knowledge of basic networking and network troubleshooting
Good knowledge of Linux administration
Experience to reproduce customer reported issues in the lab environments
Cloud administration and deployment (IBM Cloud, Google Cloud and AWS and AZURE)
Red Hat Certified System Administrator (RHCSA) , Red Hat Certified Engineer (RHCE) or similar would be a plus,
About Business Unit
IBM Cloud Computing is a one-stop shop which provides all the cloud solutions & cloud tools the industries need. IBM Cloud portfolio includes infrastructure as a service (IaaS), software as a service (SaaS) and platform as a service (PaaS) offered through public, private and hybrid cloud delivery models, in addition to the components that make up those clouds.
IBM Cloud ensures seamless integration into public and private cloud environments. The infrastructure is secure, scalable, and flexible, providing customized enterprise solutions that have made IBM Cloud the Hybrid Cloud Market leader with our market leading IAAS and PAAS Platforms. The IBM Cloud platform is the public cloud offering from IBM providing services to global enterprises. IBM Cloud is the Cloud for Smarter Business, built on Open Technology with Developer Tools and supports solutions by Industry. We run the services and workloads from Watson, Blockchain, Services, Security, and IoT.
Ready to help drive IBM's success in the Cloud market? This is your chance to research and learn new Cloud related technology products and services, as well as to design and implement quick Cloud based prototypes while advancing your career in leading edge technology.
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM 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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.