TOC Engineer
GEORGIA IT development
Job description
The Technical Operations Center engineer is responsible for first level contact and escalation of all issues reported within the Watson Weather and Media platform. This position requires expedient responses and trouble-shooting support to our internal and external clients and customers. This highly visible customer support role will ensure all incidents are reported and responded to with the established SLA ( Service Level Agreement) guidelines outlined by our IBM Team. TOC engineer has basic to intermediate understanding of the hardware, software and systems with the platform. Responsibilities will range from support, install, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, and Microsoft licensing. Responsibilities:
Support internal users within the Watson Weather and Media infrastructure.
Respond to internal monitoring alarms and alerts utilizing Datadog , Catchpoint and New Relic applications.
Triage and respond to client requests with an analysis of their needs through qualifying questions via email , internal chat and phone to diagnose the issue.
Provide escalation with supporting documentation to WebDev and DevOps engineering teams via ServiceNow and Jira.
Move clients onto a cloud based system support such as Okta , AWS, Slack.
Provide network infrastructure support and set up of DNS, DHCP entries.
Onboarding of new users to Watson Media and Weather.
Updating wiki , confluence and internal knowledge base (KB) tools to compete with changing technologies.
Provides first Tier support and triage to external video clients via Zendesk.
TOC engineer uses basic to intermediate level logic and knowledge to solve system and network problems
Willingness to gain certification on Cloud technologies.
Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and vendors
Auto req ID
265712BR
Required Education
Associate's Degree/College Diploma
Role ( Job Role )
Technical Services Professional
State / Province
GEORGIA
Primary job category
Other
Company
(0147) International Business Machines Corporation
Contract type
Regular
Employment Type
Full-Time
Is this role a commissionable/sales incentive based position?
No
Travel Required
No Travel
IBM Business Group
Cognitive Apps
Preferred Education
None
City / Township / Village
BROOKHAVEN
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise
N/A
Country/Region
United States
Preferred Technical and Professional Experience
N/A
Secondary Job Category
Unassigned
Eligibility Requirements
None
Position Type
Professional
Early Professional Track
Not Applicable - Professional Hire
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role
Yes
Introduction
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Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.
About IBM
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.