Introduction

The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world's relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.

Your Role and Responsibilities

1) Incident Management:

• Respond promptly to incident tickets of severity 3 & 4 priority, ensuring timely resolution and minimal disruption to operations.

• Troubleshoot issues related but not limited to Windows Server, Linux OS and system related platform (e.g. hypervisor or virtualization) diagnosing and resolving technical problems (e.g. backup job issue) efficiently.* Utilize relevant certifications and expertise to effectively troubleshoot and resolve technical issues within the operating environments.

• Escalate complex incidents to appropriate teams or higher-level support tiers when necessary, providing detailed information for further investigation.

2) Event Management:

• Utilize monitoring platforms to proactively identify potential issues within the Cloud environments.

• Monitor system alerts and notifications, taking pre-emptive action to address emerging problems before they escalate to incidents.

• Analyse and triage events generated by monitoring systems to distinguish between regular system behaviour and potential incidents.

• Assist in the transition of critical events to the incident management process, ensuring a seamless response to potential incidents.

3) Request Fulfilment:

• Execute requests of low complexity related to Windows Server and Linux OS, such as user account management, vulnerability assessment, software release (e.g. OS patching) for non-production systems.

• Implement changes to the environment as required for request fulfilment, ensuring adherence to established procedures and minimizing risk to system stability.

4) Documentation and Reporting:

• Maintain accurate records of incident ticket, request fulfilment, and troubleshooting activities in ITSM.

5) Collaboration and Communication:

• Collaborate with other IT teams and stakeholders to ensure seamless delivery of support services and timely resolution of incidents and requests.

• Communicate effectively with users, providing clear instructions and updates regarding the status of their tickets and requests.

Required Technical and Professional Expertise

• 24x7 onsite rotating shift support

• Relevant certification(s) in Windows Server and Linux operating systems (e.g., Microsoft Certified: MCSA, MCSE, RHSA, RHCE) & ITIL

• Strong understanding of ITIL framework, particularly in incident management and request fulfilment processes

• Proven experience in providing technical support for Windows Server and Linux OS, preferably in an enterprise environment.

• Excellent troubleshooting skills and attention to detail, with the ability to analyse technical issues and implement effective solutions.

• Good communication and interpersonal skills, with the ability to interact professionally with users and colleagues at all levels of the organization.

• Strong teamwork ethic and willingness to collaborate with cross-functional teams to achieve common goals.

Preferred Technical and Professional Expertise

• Above average to excellent communication skills

About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

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 StatementFor 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.