Db2 Technical Support Professional
Introduction
Your responsibilities will include:
Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
You may have the opportunity to work closely with the DB2 development lab to correct identified product defects.
Communicating updates and action plans to customer or IBM representative via the phone and email as per response guidelines
Contributes to department attainment of organizational objectives and high customer satisfaction.
Ability to record and document each step of the problem solving effort including any interaction with the client DBA.
Sharing knowledge and expertise with the team and also the clients, such as writing technotes, blogging in social media, etc.
Ensuring that an adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes.
Your role and responsibilities
We are looking for a Technical Support Engineer to join the IBM DB2 Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients with DB2 LUW database systems and related tools such as DB2 Client and connectivity related products.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
Java, C, or C++, programming experience
Only applicants with one or more of the following Bachelor qualifications will be considered:
Engineering Degree (Electrical/Computer Systems/Software Engineering)
Science (Computer/Mathematics/Statistics)
Information Technology
Ability to prioritize personal workload and multitask as required
Ability to initiate self-learning of new skills & areas of the database & likewise with the Operating System, programming languages, shell scripts in order to utilize these to assist solving problems
This role will require working a shifted work week at least once a month to provide support on weekends and some public holidays as the hub is one of 3 worldwide support hubs that provide 24x7 support 365 days a year.
Familiarity with major cloud platforms including IBM Cloud, AWS, Google Cloud, and Microsoft Azure.
Preferred technical and professional experience
Experience with OS core file debugging, OS debugging and tracing tools.
3+ years of Java, C or C++ programming experience.
Understands and applies knowledge of DB2 database servers including pureScale, DPF, BLU.
Familiar with DB2 Application development concepts, techniques and debugging/troubleshooting DB2 application related problems.
Performance tuning experience of DB2 LUW servers and/or applications.
Programming skills in some or all of SQL, Unix shell scripting, Unix system calls, etc.
Familiar with multiple Unix variants such as AIX, Solaris, HP-UX and/or Windows.
Knowledge of Unix debugging tools such as GDB & DBX.
Understanding of OpenShift environments, with a focus on troubleshooting containerized Db2 deployments.
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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