Introduction
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your role and responsibilities
The IBM Cloud Support team provides technical support for a wide variety of application services in the IBM Public Cloud. Our support engineers have subject-matter-expert level skills in key services and technologies that help our clients develop and integrate applications using cloud native methodologies and services.
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As a leader for this team, you will work with our clients, support engineers, related DevOps teams and leadership teams across a variety of focus areas to optimize our clients' support experience, drive improvements in our capabilities and into the product. The role is localized, including a team of engineers you will be directly managing, but also includes global responsibilities for productivity, key measurement attainment, skills capability and workforce management. Focus areas include:
• Managing high performance engineers locally, and in global locations, in collaboration with the global management structure, to ensure IBM Cloud Clients receive expert assistance, with appropriate urgency as determined against their business impact.
• Managing Key Performance Indicators in a technical support organization, to include Net Promoter Score, Service Level Objective Attainment, Mean Time to Restore Service and Average and First Response time measures.
• Manage scheduling rotations, with maximized productivity, ensuring appropriate coverage is in place to address our Omni-Channel Support mission.
• Prioritize global transformation initiatives within your domain and collaborate across ACS to improve our overall client experience.
• Execute Quality Control processes to develop and grow appropriate technical and soft skills within the engineering community.
• Ability to leverage critical analytic skills to assess trends in key data and formulate appropriate improvement plans to achieve success.
• Improving team skills based upon practical needs for current and emerging trends.
• Developing and improving processes to increase efficiency within your technology domain and across ACS.
• Collaborating with Dev teams to advocate for needed product improvements, understand pending changes, and ensure support readiness in line with client expectations.
• Understand Incident and Change management as it pertains to client impact and possess the ability to manage client experience during any Incidents, to include direct client communications, workforce allocation and collaborating with operations and executive management.
• Flexibility is important. Understand the nature of our global team and responsibility, we are responsible for 24 x 7 x 365 operations and performance of the IBM Cloud. While we have a global team in place to address these challenges, there are times that management and staff are needed off hours and on scheduled days off to address client experience impacts.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
• 5+ years previous experience in cloud native technologies and platforms are essential in this role, to facilitate technical discussions with our clients, team, Dev and SRE.
• 5+ years previous experience managing technical, client facing engineers and the relevant responsibilities associated with Cloud Support Delivery.
• Ability to communicated effectively with clients, engineers, developers, sales teams, product management and executives in a high paced environment.
• Ability to remain focused on client impact, directing efforts across a wide spectrum of skills and responsibilities, to resolve client issues effectively with appropriate speed.
• Expert level industry and vendor certifications
• Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
• Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups
• Provisioning, storage concepts, operating systems, Web servers, Web hosting control panels, system administration
• Cloud-based software development using technologies such as Cloud Foundry, Kubernetes, and various runtimes
• Experience with Relational Databases (IBM DB2, Oracle) as well as NoSQL (MongoDB, Postgres)
• Knowledge of PaaS, IaaS (Softlayer), and virtualization technologies
• Knowledge in J2EE Application Servers - IBM WebSphere AS, JBoss, or Tomcat
• Programming experience with Java, Go, or Python
• Bachelor's Degree, or equivalent experience.
Preferred technical and professional experience
• At least ten years previous experience in cloud native technologies and platforms are essential in this role, in order to facilitate technical discussions with our clients, team, Dev and DevOps.
• Seven to ten years previous experience managing technical, client facing engineers and the relevant responsibilities associated with Cloud Support Delivery.
ABOUT BUSINESS UNIT
IBM 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.
YOUR LIFE @ IBM
In 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 IBM
IBM'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.
OTHER RELEVANT JOB DETAILS
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