Introduction
A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.We are seeking a skilled back-end developer to join our IBM Software team. As part of our team, you will be responsible for developing and maintaining high-quality software products, working with a variety of technologies and programming languages.IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your Role And Responsibilities
HPC Support team provides technical support for the production issues raised by the HPC customers. Our support engineers have subject-matter-expert level skills and technologies that help providing the consistent services to customers.
Responsibilities
As a leader for this team, you will work with our clients, support engineers, related DevOps teams and leadership teams across a variety of focus areas to optimize our clients’ support experience, drive improvements in our capabilities and into the product. The role is localized, including a team of engineers you will be directly managing, but also includes global responsibilities for productivity, key measurement attainment, skills capability and workforce management. Focus areas include:
- Managing high performance engineers to ensure IBM HPC Clients receive expert assistance, with appropriate urgency as determined against their business impact.
- Managing Key Performance Indicators in a technical support organization, to include Net Promoter Score, Service Level Objective Attainment, Mean Time to Restore Service and Average and First Response time measures.
- Manage scheduling rotations, with maximized productivity, ensuring appropriate coverage is in place.
- Prioritize global transformation initiatives within your domain and collaborate across to improve our overall client experience.
- Execute Quality Control processes to develop and grow appropriate technical and soft skills within the engineering community.
- Ability to leverage critical analytic skills to assess trends in key data and formulate appropriate improvement plans to achieve success.
- Improving team skills based upon practical needs for current and emerging trends.
- Developing and improving processes to increase efficiency within HPC technology domain.
- Collaborating with Dev teams to advocate for needed product improvements, understand pending changes, and ensure support readiness in line with client expectations.
- Understand Incident and Change management as it pertains to client impact and possess the ability to manage client experience during any Incidents, to include direct client communications, workforce allocation and collaborating with operations and executive management.
- Flexibility is important. Understand the nature of urgency and responsibility, we are responsible during APAC timezone to take care of operations and performance of the HPC product. While we have a global team in place to address these challenges, there are times that management and staff are needed off hours and on scheduled days off to address client experience impacts and critical issues.
Required Technical And Professional Expertise
- At least five years of support experience in technologies and platforms are essential in this role, to facilitate technical discussions with our clients, team, Dev and SRE.
- Three to five years previous experience managing technical, client facing engineers and the relevant responsibilities associated with delivery.
- Ability to communicated effectively with clients, engineers, developers, sales teams, product management and executives in a high paced environment.
- Ability to remain focused on client impact, directing efforts across a wide spectrum of skills and responsibilities, to resolve client issues effectively with appropriate speed.
- Expert level industry and vendor certifications
- Bachelor’s Degree, or equivalent experience.
Preferred Technical And Professional Experience
- At least ten years previous experience in cloud native technologies and platforms are essential in this role, in order to facilitate technical discussions with our clients, team, Dev and DevOps.
- Seven to ten years previous experience managing technical, client facing engineers and the relevant responsibilities associated with delivery.
