Introduction
IBM Storage Protect is a comprehensive data protection solution that offers both on-premises and cloud-based backup and recovery services. It enables users to migrate or copy on-premises data to tape, cloud, or on-premises storage, providing flexibility and scalability. For data residing on cloud services, IBM Storage Protect for Cloud, a SaaS backup and recovery solution, is recommended. This solution ensures data availability, integrity, and security, making it an ideal choice for businesses seeking robust data protection capabilities.
Your role and responsibilities
Primary Role:
To provide day to day remote technical support to contracted IBM clients via telephone, email and Teams meetings - with a high level of client satisfaction. As part of a virtual support team you will; create and maintain call and problem histories using the Cognitive Support Platform (CSP) for worldwide visibility and application. You will use your specialised Storage Protect skills, knowledge and experience for the problem investigation, progression and quick resolution. You will be the case owner and provide timely and effective management of the client's technical problem, and resolution expectation. You will contribute to overall team objectives and operational targets e.g. utilisation and customer satisfaction.
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Key responsibilities:
- Providing end to end remote technical support for Storage Protect family suite - if not already an SME, then progression towards this level will be provided for career development.
- Performing Problem Determination, Problem Source Identification, and Support on these products and operating systems.
- Involving colleagues or Development where required, and assisting in technical escalation procedures, when necessary, whilst maintaining ownership of the problem for the client.
- Handling of critical situations and management of escalations.
- Ensuring service level commitments are met, clients are kept fully informed of progress and deadlines are maintained when escalating problems.
- Prevent any customer dissatisfaction by actively managing their problem.
- Co-ordinating the problem management process and managing commitments made to IBM clients whilst balancing them with IBM operational business requirements.
- Using support centre tools (Technotes, CSP) for information research, retrieval and investigation as well as accurate logging and progression of problem records.
- Achieving personal and team targets, including Hours Per Problem, Utilisation and Client Satisfaction.
- Support colleagues, Team Leader and Management to achieve the business and operational objectives.
- Taking on of extra duties when and as necessary in response to evolving service requirements and/or ad-hoc special support needs, eg out of hours support cover and/or special client contract assistance.
- Provide weekend duty coverage to WW SP clients for severity 1 cases.
- Share your knowledge - provide skill transfers to educate others in the team on your areas of responsibility, develop a wider appreciation of the operation and help grow colleagues to enable suitable cover for your primary role during periods of absence or high workload peaks.
The role is a hybrid role, a mixture of being office based and working from home. A degree of personal flexibility and mobility will also be required (work location and working hours) depending on business requirements.
Required education
Bachelor's Degree
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
Main Key Technical requirement:
- Administrator level knowledge of current Storage Protect versions
- 2+ years of experience within Product Support for IBM Storage Protect
- SME skill level on the product to be qualified to support our customers end to end / or equivalent experience.
- Good working knowledge of "Containers, Deduplication, node replication and Protection
- Ability to perform Performance diagnosis (ability to trace threads)"
- Bachelor's Degree in Information Technology or equivalent product experience level
- Participate in the World Wide weekend rota.
- English: Written and verbal, fluent
Preferred technical and professional experience
Other Key Technical requirements:
- Knowledge of DB2, VMWare, Virtual Environments, SAN, Cloud connectivity and Tape drives, would be useful to the candidate.
- Skills, experience and general understanding with all, should be well established. Operating Systems, eg AIX, Windows, Linux are also needing to be of a high level
- Experienced technical support role in a "backup & restore" capacity
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
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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.
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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
For additional information about location requirements, please discuss with the recruiter following submission of your application.