Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As an Infrastructure Specialist: Cloud Application Operations, you will provide 24/7 technical support for cloud-based solutions, addressing issues related to application, DevOps, middleware, security, and infrastructure. You will handle Level 1.5 remediation across the fleet using a standard workflow and incident handling process. Your primary responsibilities will include:

Provide Technical Support: Address issues related to application, DevOps, middleware, security, and infrastructure, utilizing various tools and technologies, including APIs, application services, IaaS, PaaS, SaaS, microservices, containers, Kubernetes nodes, middleware components, network, security, and infrastructure.
Manage Incident Resolution: Receive and record incident information, select appropriate actions to resolve issues, and communicate the solution or action plan to the client, ensuring timely and effective resolution.
Ensure Cloud Elasticity: Manage Application ID and provide cloud elasticity by auto-scaling resources based on business requirements, ensuring efficient resource utilization.
Monitor Client Environment: Utilize monitoring tools like IBM APM, Dynatrace, AppDynamics, NewRelic, Runscope, Netcool OmniBus to monitor the client's environment, identifying potential issues and taking proactive measures.
Deliver Service Management Reports: Provide daily, weekly, and monthly integrated service management reports across the solution, ensuring transparency and visibility into service performance.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

Exposure to Cloud Technologies: Familiarity with cloud-based solutions, including IaaS, PaaS, SaaS, microservices, containers, Kubernetes nodes, and middleware components, with the ability to address issues related to application, DevOps, middleware, security, and infrastructure.
Hands-on Experience with Monitoring Tools: Proficiency in utilizing monitoring tools like IBM APM, Dynatrace, AppDynamics, NewRelic, Runscope, and Netcool OmniBus to monitor client environments and identify potential issues.
Experience with IT Service Management: Understanding of ITIL processes, including Incident, Problem, Change management, and Integrated Service Level Management, with the ability to apply this knowledge in a fast-paced technical support environment.
Technical Troubleshooting Skills: Ability to perform initial analysis on incidents, select appropriate actions to resolve issues, and communicate solutions or action plans to clients, ensuring timely and effective resolution.
Familiarity with Automation Tools: Exposure to automation tools such as Rundeck and IBM Runbook Automation, with the ability to utilize these tools to streamline technical support processes.

Preferred Technical And Professional Experience

Familiarity with Ticketing Tools: Exposure to ticketing tools like ServiceNow, IBM Control Desk & Remedy, with the ability to effectively manage and track incidents.
Knowledge of High-Level Cloud Architecture: Understanding of high-level cloud application architecture, enabling initial analysis on incidents and effective issue resolution.
Experience with Disaster Recovery: Familiarity with ensuring DR and manual redundancy failovers, providing high availability and business continuity.

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