Job Description
About IBMIBM is a global technology and innovation company present in India since 1992. It is the largest technology and consulting employer in the world, with approximately 380,000 employees serving clients in 170 countries. In this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We are changing how we create. How we collaborate. How we analyze. How we engage. IBM is a leader in this global transformationBusiness Unit Introduction:IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete Who You are: You will be a support role in a SMB or large enterprise, either in a managed services environment or supporting Solarwind deployment in company's own IT Infrastructure. The support role should have, not limited to, the following products:
+ Solarwind
+ Solarwind Monitoring agent
+ Supported agent for operating platform
+ Custom agent using nrpe.
+ Custom agent using ncpa
+ Supported agent for applications (WAS, Databases, Directory Services, Messaging
+ Performance Analyzer
+ Dashboards
+ Automated deployment of agents, through centralized or decentralized ITM deployments.
+ Clear understanding of the Solarwind architecture and functioning of Solarwind and its components
+ Experience with previous versions of Solarwind and relevant Open source products for enterprise monitoring.
+ Deployment of Solarwind in simple and complex environments, including High-availability, Disaster Recovery plans and procedures
+ Troubleshooting experience of Solarwind deployments in simple and complex environments.
What you’ll do:
+ Act as Subject Matter Expert in the Solarwind and other Open Source Monitoring products
+ Act as Point of Escalation for any critical outages of the Solarwind Monitoring System, not limited to, resolving availability issues, restorations of failed systems, invoking disaster recovery procedures, during BCP invocation.
+ Provide mentoring and coaching to the Level 1 and Level 2 engineers.
+ Participate in team reviews.
+ Service improvements/enhancements by way of Service Improvement Plans, not limited to automation of routine activities, optimization of resources.
+ Participate in capacity planning, capacity improvements.
+ Work on tickets escalated by level 2 engineers.
+ Keep stakeholders updated through SOP, on business critical incidents.
How we’ll help you grow:
+ You’ll have access to all the technical and management training courses you need to become the expert you want to be
+ You’ll learn directly from expert developers in the field; our team leads love to mentor
+ You have the opportunity to work in many different areas to figure out what really excites you
Qualifications
+ Work with cross functional teams (Support teams for platform, applications, Project Managers)
+ Ready to take additional responsibilities
+ Ability to acquire skills on own.
+ Coaching and mentoring for Level 1 and Level 2 engineers.
+ Independently generates solutions based on analytical, technical skills and business knowledge.
+ Ability to articulate and compare alternative approaches
Additional Information
Client Innovation Center (CIC)