Job
Description
Your Role and Responsibilities Apply a logical, methodical, and analytical approach to isolate and solve technical problems. Communicate and work effectively with other technicians, departments, and customers in technical support situations. Demonstrate and apply in-depth knowledge of the company's product. Exercise limited discretion in deviating from standard practice to solve problems within your area of experience. Research problems and recommend solutions. Assist in providing on-the-job training. Professionally process and resolve asset request cases that support proper accounting for site inventory. Maintain site inventory with zero discrepancy through adherence to asset management procedures. Handle inbound and outbound fulfillment that enables achievement of business deliverables. Ensure that any asset defects, damages, discrepancies, or deviations are escalated to management for timely support and resolution. Be able to work in shift rotations that may include day, evening, overnight, weekends, and/or holidays. Be able to work in various IBM Cloud locations in Mumbai. Required Education Bachelor's Degree Required Technical and Professional Expertise Customer Support Possess physical server hardware experience (e.g., assembling servers like motherboards, RAM, hard drives, RAID controllers, network cards). OS experience is a plus, with an emphasis on physical server hardware exposure. Responsible for scheduling and performing hardware maintenances for IBM Cloud customers, including upgrades, downgrades, and support requests. This involves physical hardware upgrades/downgrades of server components like RAM, hard drives, processors, and network cards. Troubleshoot and resolve problems with basic physical network cable/device connections at the server/switch/stack for network devices in the data center. Must have 100% onsite experience working in a physical Data Center (NO REMOTE SUPPORT). Available for 24/7 Operations with 100% onsite support (No Remote or On-call support) on a rotating shift schedule. Outage / UIP Response (Row / Data Center Level Outage) Responsible for responding to UIP related events around physical infrastructure. Coordinate with internal departments to resolve outage events around faulty links, optics, or failed Networking devices. Possess physical Infra servers knowledge along with a basic understanding of network devices (e.g., physical cabling, optics, and interconnectivity) to extend onsite support for remote Network teams and Network ISPs personnel. Outage events are performed under the supervision and guidance of Site Management. Other Tasks May be directed to perform other duties consistent with training and skill levels required for this position. Preferred Technical and Professional Experience Understand site capacity utilization and provide assistance with Management on capacity planning.
