Job Description

Introduction
IBM Data and AI team is looking for an experienced software engineer to join
our team that is developing IBM leading data virtualisation capability on a
flexible multi cloud data platform.
As part of this team, you will have opportunity to work on supporting our
customers that are utilizing IBM Cloud Pak for Data and IBM Cloud to build
next generation of intelligent data fabric.

Your Role and Responsibilities

• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
• Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
• Utilizing technical and negotiation skills and collaborate with L3 / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
• Make timely, accurate and complete updates in case information to document all activities relating to the clients\xe2\x80\x99 reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines
• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.
• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction. For Global Elite Program will need to follow stricter SLAs
• Record and document each step of the problem-solving effort including any interaction with the client.
• Sharing knowledge and expertise with the team and with the clients, such as writing technotes etc.
• Ensuring that adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes.

Required Technical and Professional Expertise

• 4 \xe2\x80\x93 8 years of relevant experience as DBA/Backend developer with strong knowledge of SQL engine, federation and query optimization.
• 3+ year experience working on Linux (and UNIX) operating systems in server environment. Hands on experience on deploying or supporting databases on Public Cloud (AWS, Azure, IBM, Google).

Preferred Technical and Professional Expertise

• None

About Business UnitIBM Software infuses core business operations with intelligence\xe2\x80\x94from machine learning to generative AI\xe2\x80\x94to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM\xe2\x80\x99s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM\xe2\x80\x99s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments\xe2\x80\x94a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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\xe2\x80\x99ll be able to learn and develop yourself and your career, you\xe2\x80\x99ll 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\xe2\x80\x99s 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\xe2\x80\x99re 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\xe2\x80\x99s 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.