ACS - AI Cognitive Support Engineer

Job description

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
The ACS AI-Cognitive Support Engineer role requires a well-organized, action-oriented team player with exceptional time management and strong written and oral communication skills to drive customer facing support issues in a fast-paced environment. The candidate must be an intermediate to senior-level engineer, who can focus on improving overall customer experience by quickly identifying and resolving problems in a global IBM Cloud environment. The role requires excellent collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Responsibilities:
·  Work with other Engineering teams for knowledge transfer of new product/technologies
·  Act as a point-of-escalation within the ACS AI-Cognitive Support Engineering team for technical issues during an assigned shift
·  Effectively communicate to provide solutions when working with customers to identify and remediate issues concerning services supported within our IBM Cloud Service Catalog
·  Directly create documentation, update existing documentation and provide oversight and peer review of change control documents written by other team members

Required Technical and Professional Expertise

·  2-4 years of experience working directly with customers
·  2-4 years of experience working in the cloud computing industry with a focus on AI/cognitive
·  2-4 years of experience troubleshooting complex issues using problem determination best practices
·  Location: Bangalore (EGL only)
·  Shift timings: 4.30 AM IST to 1.30 IST

Preferred Technical and Professional Expertise

·  Expert level experience in one or more of these specialized areas:
·  Expert level industry and vendor certifications
·  Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
·  Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups
·  Provisioning, storage concepts, operating systems, Web servers, Web hosting control panels, system administration
·  Cloud-based software development using technologies such as Cloud Foundry, Kubernetes, and various runtimes
·  Bachelor’s degree in computer science, Information Technology, Electrical/Computer Engineering or a similar field