Level 2 Technical Support Professional

The IBM Storage Protect Support (Spectrum Protect or TSM erstwhile) team is supporting complex integrated storage products end to end, including Spectrum Protect, Spectrum Protect Plus, Copy Data Management. This position involves working with our IBM customers remotely, which are some of the world's top research, automotive, banks, health care and technology providers. The candidates must be able to assist with operating systems (AIX,Linux, Unix, Windows), SAN, network protocols, clouds and storage devices. They will work in a virtual environment working with colleagues around the globe and will be exposed to many different types of technologies. Responsibilitiesmust include but not limited to Provide remote troubleshooting and analysis assistance for usage and configuration questions Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps) Identify known defects and fixes to resolve problems Develops best practice articles and support utilities to improve support quality and productivity Respond to escalated customer calls, complaints, and queries The job will require flexible schedule to ensure 24x7 support operations and weekend on-call coverage, including extending/taking shift to cover North America working hours. Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Excellent communication skills - both verbal and written Provide remote troubleshooting and analysis assistance for usage and configuration questions Preferred Professional and Technical Expertise: At least 5-10 years of in-depth experience with Spectrum Protect (Storage Protect) or its competition products in data protection domain Working knowledge on RedHat, Openshift or Ansible administration will be preferred. Good in networking and troubleshooting. Cloud Certification will be added advantage. Knowledge about Object Storage and Cloud Storage will be preferred. Preferred technical and professional experience Hiring manager and Recruiter should collaborate to create the relevant verbiage.