IBM Z Systems (Mainframes) builds secure systems for customers to deploy enterprise applications. The Product Engineering team supports the service structure and serviceability of these systems, working with Development, Engineering Test, and RAS to understand product design and implementation, and then interfacing with field support to resolve complex client problems.
Requirements
- Troubleshooting problems with hardware/software stacks.
- Technical problem-solving skills (log reading, technical problem determination, etc).
- Programming skills in various object-oriented languages such as Python / Java/C-Sharp or C++ with knowledge of Open Stack infrastructure.
- Scripting skills in Bash Shell with additional skills in Linux server administration as well as experience in WebSphere are a plus.
- Hardware Engineering knowledge
- Understanding of the relationships between microcode, operating system, and application programs.
- networking skills (system to system communication) in TCP/IP, DNS Routing, switch configuration, SAN (Storage Area Network) and IO Devices to debug connectivity problems across the stack.
Responsibilities
- Product Engineering provides hardware technical support to client facing Remote Support representatives
- reviews logs to diagnose firmware issues
- identifies, develops and drives the implementation of product repair, field management and technical problem resolution strategies
- design, develop, maintain and enhance Support tools to automate and AI assist of Support tasks via web services and web applications to back-end systems as well as tools to deliver product microcode fix bundles
- assist with tools
Other
- Excellent communication skills are needed to succinctly explain complex technical problems both internally to the worldwide team, as well as externally to clients, including technical action plans and root cause analysis, and collaborate across teams to present unified analysis to the client in critical situation support.
- High School Diploma/GED
- traveling to internal and external client locations performing IBM Z machine installs.
- Excellent communication skills and technical writing experience.
- Experience with client support organizations and support tools such as Salesforce.
