Job
Description
We are looking for a dedicated and skilled Datacenter Technician to join our team, focusing on physical server hardware and data center operations. Your Role and Responsibilities In this role, you will be responsible for: Applying a logical, methodical, and analytical approach to isolate and solve technical problems. Communicating and collaborating effectively with other technicians, departments, and customers in technical support situations. Demonstrating and applying extensive knowledge of the company's products. Exercising discretion in deviating from standard practice to solve problems within your area of experience. Researching problems and recommending solutions. Assisting in the provision of on-the-job training. Professionally processing and resolving asset request cases to support proper accounting for site inventory. Maintaining site inventory with zero discrepancy through adherence to asset management procedures. Handling inbound and outbound fulfillment to enable the achievement of business deliverables. Ensuring that any asset defects, damages, discrepancies, or deviations are escalated to management for timely support and resolution. Working in shift rotations that may include day, evening, overnight, and/or weekends/holidays. Being able to work in various IBM Cloud locations in Mumbai. Education Required Education: Bachelor's Degree Required Technical and Professional Expertise Customer Support: Strong experience with physical server hardware (assembling motherboards, RAM, hard drives, RAID controllers, network cards, etc.). Operating System (OS) experience is a plus, with a strong emphasis on physical server hardware exposure. Responsible for scheduling and performing hardware maintenances for IBM Cloud customers, including upgrades, downgrades, and support requests. This specifically refers to physical hardware upgrades/downgrades of server components like RAM, hard drives, processors, and network cards. Ability to troubleshoot and resolve problems with basic physical network cable/device connections at the server/switch/stack for network devices in the data center. Onsite Experience: Must have worked in a physical Data Center with 100% onsite experience (no remote support). 24/7 Operations with 100% onsite support (no remote or on-call support). This position involves rotating shift schedules without specific fixed shifts. Outage / UIP Response (Row / Data Center Level Outage): Responsible for responding to UIP-related events concerning physical infrastructure. Coordinating with internal departments to resolve outage events related to faulty links, optics, or failed networking devices. Possess knowledge of physical infrastructure servers along with a basic understanding of network devices (like physical cabling, optics, and inter-connectivity) 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.
