IBM Cloudant : Technical Infrastructure Specialist

Introduction

IBM Cloudant is a NoSQL database, part of the IBM Cloud Databases portfolio, that offers a full managed Database as-a-service (DBaaS), globally across all the IBM Cloud regions.
As a fully managed offering, IBM Cloudant is responsible for the majority of the service stack, allowing Customers the ability to focus solely upon their applications.

IBM Cloudant underpins much of the IBM Cloud offering and is an essential component in delivering a highly available, performant data store.

Your role and responsibilities

Employees in this Job Role will have expertise in managing and operation of IT hardware, software, communications, and/or application solutions, and the resources required to plan for, develop, deliver, and support properly engineered IT services and products to meet the needs of a business.

• will participate in a shared schedule covering the regional "core hours" service pager rota, covering local hours currently 12:00 to 20:00.
• participate in a shared weekend and public holidays service pager rota.
• will be part of a global team that is responsible for the operation and management of the service 24x365.
• will serve as the first line of defense for operational incidents, responding to on-call pages promptly and effectively.
• will work with the Advanced Customer Support (ACS) and Engineering teams to ensure that our customers receive the best possible service.
• will manage and participate in incident response efforts and root cause analysis. Will gather data and analyze information, using analytical techniques such as the 5 Whys, to identify potential root cause and propose actionable improvements and prevent future occurrences.
• will develop scripts and tools to automate routine troubleshooting and mitigation tasks.
• will maintain documentation for incident response procedures, operational runbooks, and escalation paths.
• will attend the advertised office location a minimum of 3 times a week.
• be fluent in English.

• Apply technical knowledge of IT hardware, software, communications, and applications, with the ability to troubleshoot live service issues and develop solutions.
• Analyze performance, identify areas for improvement, and develop contingency plans to ensure business performance.
• Effectively communicate with stakeholders on service-level reporting, risk, and contingency planning, and work collaboratively with others to meet business needs.
• Understand service management principles and practices, manage IT services and products (including outsourced services), and prepare for new or changed services while maintaining regulatory standards in IT service delivery.
• Contribute to developmental projects, which may involve learning new skills or technologies.
• Understand IT hardware, software, and communications to deliver properly engineered solutions, with foundation-level problem-solving skills to resolve basic technical issues.
• Ability to monitor system performance, identify areas for improvement, and develop plans to enhance business performance, including managing regulatory standards and providing service-level reporting.
• Effective communication skills to manage change, maintain standards, and work with teams, departments, and external partners, including collaborating with stakeholders to achieve business objectives.
• Basic risk management skills to support risk and contingency planning, including identifying and mitigating risks, and developing plans to meet business needs.
• Ability to work independently with minimal supervision, prioritize tasks, lead small teams, and focus on individual, team, and organizational objectives.

• Linux system administration certification (preferred) .
• Experience with operating, configuring and optimizing Linux (preferably Debian).
• Knowledge of Erlang, Couchdb, Python, Kubernetes, or other scripting languages and tools / ecosystems.
• Experience of a delivering a complex production service.
• Experience working with public cloud platforms e.g. IBM Cloud.