Cloud Brokerage System Engineer

Job Description
IBM Cloud Brokerage Services is IBM's solution for Hybrid Cloud Enablement, giving our
client's IT organization visibility and governance, without sacrificing speed and business agility.
Our solution is built on our recent acquisition of Gravitant. We continue to operate with a startup
mentality but with access to the tremendous market reach of IBM. We are global in scale,
with customers in Europe, North America, South American and Asia Pacific. We are panindustry
in scope, delivering to a client base representing a range of industries including:
telecommunications, retail, aerospace, financial services and others.
IBM Cloud Brokerage is a purpose-built suite of applications that enables a self-service ability to
browse, search, order and fulfill services powered by a comprehensive, curated IT as a Service
catalog spanning Public, Private and Hybrid Clouds and Traditional IT providers. It is a core
component of IBM's strategic investment in the IBM Services Platform with Watson (ISPW), a
complete and automated IT as a Service environment powered by the unmatched cognitive
capability of Watson.
The Cloud Brokerage Customer System Engineer will be part of a group deploying and managing
complex Enterprise software solutions in the areas of cloud brokerage, cloud management, data
center transformation, Enterprise Hybrid Cloud Architectures and IT Governance.
Our delivery organization is made up of functional teams managing (a) Client Advocacy, (b)
Client Onboarding and Transformation, (c) Client Solution Engineering and (d) Client Services
and Enablement.
The Brokerage System Engineer position is responsible for:
Triaging, diagnosing, troubleshooting and documenting tickets, referring more complex tickets to Tier 2, supervisor or other technical staff.
Follow RCA process; engage Engineering and other stake holders as and when required.
Filter and deflect the known issues, identify workarounds and optimize Engineering time in handling escalations.
Work closely with Engineering; reproduce the issue in Dev instance with all tools, identify RC and point out defects in code to facilitate quick Engineering resolution.
Periodic check points with all stakeholders to insist customer SLAs / priority while resolving customer escalations.
The position requires on call shifts for after-hours and weekend technical support.
Work on identifying continuous improvements in delivery, identifying new solutions and implementing and automating solutions.
Ensuring security and compliance of client environments.


Required Technical and Professional Expertise

Experience working with Docker containers and kubernetes - 1+ years
Exposure to ITIL aligned teams (Problem Management) - 5+ years of experience
Cloud Solutioning expertise (expertise w/ AWS, Azure, SoftLayer, vCD, WAP etc.) - 2+ years
Experience with one or more flavors of Linux is required - 5+ years
Knowledge and experience with virtualization technology - 3+ years
Ability to understand complex systems and business modeling concepts, business systems development and analysis. - 5+ years
Crisis Management - 5+ years
Excellent Problem Determination skills - 5+ years
Middleware Troubleshooting (RCA) - 5+ years
Component Level Troubleshooting - 5+ years
Public, Private and Hybrid Cloud - 2+ years
Strategy Management - 2+ years
System & Process Management - 3+ years
Reporting Management - 5+ years
Deployment Architecture - 5+ years

Preferred Tech and Prof Experience

ITIL Certification
Knowledge of scripting languages like Python
Java, Javascript, RDBMS / SQL Experience is preferred - 3+ years
Knowledge of Salesforce - 1+ year of experience
knowledge of JIRA - 1+ years of experience

EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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