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IBM ACS-Support Engineer-PaaS Corec 
India, Karnataka, Bengaluru 
25334119

12.08.2024

Key tasks include:

  • Specializing in analyzing complex problems in a disciplined manner and clearly communicates solutions and workarounds to customers.
  • Providing technical support assistance directly to customers and/or IBM representatives using problem determination and technical analytical skills.
  • Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results.
  • Providing recommendations for improvements to existing technical support tools, procedures, and processes.
  • Contributing relevant and timely content to improve client self-sufficiency.
  • Contributing to department attainment of organizational objectives and high customer satisfaction.
  • Being available to be on-call on a rotating basis throughout the year


Required Technical and Professional Expertise

  • Passion for customer care and customer satisfaction.
  • Previous experience in a customer facing technical support role is required.
  • A successful track record in developing and managing customer relationships.
  • Strong communication and soft skills
  • At least 1 year experience in Linux and Openshift (Red Hat technologies)
  • At least 1 year experience in Kubernetes
  • At least 1 year experience in Networking concepts
  • At least 1 year experience in Managing Client Expectations/Satisfaction
  • At least 1 year experience in Problem Determination/Resolution
  • English: Fluent
  • Brazilian Portuguese: Fluent


Preferred Technical and Professional Expertise

  • Experience in Severless computing
  • Experience in Terraform or Ansible scripting
  • Identity access management or Role based access controls knowledge
  • At least 3 years of experience in Managing Client Expectations/Satisfaction
  • At least 3 years of experience in Problem Determination/Resolution
  • Network diagnostic skills using utilities like dig, traceroute, mtr and others
  • Analytical with good attention to detail and excellent follow-through.
  • Knowledge of container technology and Kubernetes container orchestration
  • Knowledge of Cloud Foundry and/or PaaS