L2 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 IBM Storage Protect Support (Spectrum Protect or TSM erstwhile) team is supporting complex integrated storage products end to end, including Spectrum Protect, Spectrum Protect Plus, Copy Data Management. This position involves working with our IBM customers remotely, which are some of the world's top research, automotive, banks, health care and technology providers. The candidates must be able to assist with operating systems (AIX,Linux, Unix, Windows), SAN, network protocols, clouds and storage devices. They will work in a virtual environment working with colleagues around the globe and will be exposed to many different types of technologies.

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.
·  Debugging and analysis are performed via the telephone as well as electronically. So candidates must possess strong customer interaction skills and be able to clearly articulate solutions and options.
·  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.
·  Candidates must be flexible in schedule and availability. Second shift and weekend scheduling will be required.
·  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.