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 Cloud Advanced Customer Support team is seeking a Compute/Virtualization Cloud Support engineer with strong technical background that enjoy solving problems and working with customers. As IBM Cloud's technical support organization, qualified candidates will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems. The Compute/Virtualization Cloud Support Engineer role provides technical support to clients of our infrastructure-based offerings and services. 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 our customers. Responsibilities: Diagnose and troubleshoot issues reported by IBM Cloud customers.
Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer's satisfaction.
Work with engineering, operations, and management to diagnose and resolve critical issues.
Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles. Required Technical and Professional Expertise
2 or more years of experience working directly with customers.
3 or more years of experience working in the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products.
3 or more years of experience troubleshooting complex issues using problem determination and best practices.
Bachelor's degree or equivalent experience in Networking, Computer Science, Information Technology, Electrical/Computer Engineering, or a similar field.
English and Brazilian Portuguese: Fluent
Location: Bangalore (EGL only)
Shift timings: 4.30 AM IST to 1.30 IST Preferred Technical and Professional Expertise
5 years working in the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products.
Expert level experience in one or more of these specialized areas: Expert level industry and vendor certifications related to infrastructure offerings
Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
Provisioning, Web servers, Web hosting control panels, system administration.
Hardware Security Modules.
Windows Server 2016
Advanced Troubleshooting of OS and Roles
Active Directory
PowerShell
Linux (CentOS/RedHat,Ubuntu/Debian, SUSE)
Bash Scripting/PowerShell
Experience in one or more of the following areas is preferred.
Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
VMware product suite including vCenter, vSphere, vRealize, NSX, VSAN, HCX, ESXi.
Intermediate knowledge of Operating System Principals.
Intermediate knowledge of Server Administration Principals.
Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot them
Intermediate knowledge of Server Hardware troubleshooting Principals. About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing. This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date. 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 StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For 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.
Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer's satisfaction.
Work with engineering, operations, and management to diagnose and resolve critical issues.
Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles. Required Technical and Professional Expertise
2 or more years of experience working directly with customers.
3 or more years of experience working in the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products.
3 or more years of experience troubleshooting complex issues using problem determination and best practices.
Bachelor's degree or equivalent experience in Networking, Computer Science, Information Technology, Electrical/Computer Engineering, or a similar field.
English and Brazilian Portuguese: Fluent
Location: Bangalore (EGL only)
Shift timings: 4.30 AM IST to 1.30 IST Preferred Technical and Professional Expertise
5 years working in the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products.
Expert level experience in one or more of these specialized areas: Expert level industry and vendor certifications related to infrastructure offerings
Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
Provisioning, Web servers, Web hosting control panels, system administration.
Hardware Security Modules.
Windows Server 2016
Advanced Troubleshooting of OS and Roles
Active Directory
PowerShell
Linux (CentOS/RedHat,Ubuntu/Debian, SUSE)
Bash Scripting/PowerShell
Experience in one or more of the following areas is preferred.
Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
VMware product suite including vCenter, vSphere, vRealize, NSX, VSAN, HCX, ESXi.
Intermediate knowledge of Operating System Principals.
Intermediate knowledge of Server Administration Principals.
Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot them
Intermediate knowledge of Server Hardware troubleshooting Principals. About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing. This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date. 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 StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For 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.
