Senior Cloud Support Engineer-Networking

Job Description
Job Description
IBM Cloud is seeking senior-level network engineers with a passion for helping customers and improving the overall client experience by identifying and resolving network issues. In this role, you will deliver exceptional technical support of our carrier-class cloud network infrastructure and services to IBM Cloud customers.
Responsibilities :

  • Diagnose and troubleshoot network issues reported by IBM Cloud customers
  • Effectively communicate with customers and partners via phone, chat and case
  • Provide oversight and peer review of change control documents
  • Identify and implement process and productivity improvements
  • Use acquired knowledge to suggest, edit, and write in-depth self-help articles
  • Provide technical leadership and mentoring to other cloud support engineers

Required Technical and Professional Expertise
  • 10+ years experience working directly with customers
  • 10+ years working on large scale service provider networks
  • 10+ years routing and switching experience
  • 10+ years leading and mentoring teams
  • One or more of the following certifications or equivalent expertise: Juniper Networks Certified Internet Expert (JNCIE), Cisco Certified Network Professional (CCNP), Cisco Certified Design Professional (CCDP), Cisco Certified Internetwork Expert (CCIE).
  • Experience with Ethernet and IP networking fundamentals and the application of IP protocols
  • Experience with major Internet routing protocols, load balancers, firewalls, network hardware and packet forwarding architectures.
  • Experience with common Internet protocols such as DNS, NTP, LDAP and GSLB
  • Experience with both Windows and Unix (Linux/FreeBSD) servers
  • Exposure to global network design and management
  • Experience with troubleshooting complex routing and latency issues.

Preferred Technical and Professional Experience
  • Network protocols/technologies: Border Gateway Protocol (BGP), Multiprotocol Label Switching (MPLS), Open Shortest Path First (OSPF), IPv4/6, Internet Protocol Security (IPSec VPN), Server Load Balancing, LACP (Link Aggregation Control Protocol), 10GigE & 100GigE, Dark fiber / DWDM systems
  • Network hardware: Cisco Catalyst 65XX and Nexus 7XXX series L3 switches, Juniper routers, Cisco Nexus and Catalyst switching hardware; Fortinet or other firewall appliances; Array Networks, Citrix or other load-balancing hardware
  • Network support tools such as WireShark, TCPDump, SmokePing, dig, iperf, MTR, etc.
  • Experience with virtualization technologies such as VMWare, Xen, KVM
  • Experience creating technical documentation for current and future state network support needs
  • Software development/programming/scripting skills a plus
  • Bachelor's degree in Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field


Required Technical and Professional Expertise

Required Technical and Professional Expertise
  • 10+ years experience working directly with customers
  • 10+ years experience working in the cloud computing industry with a focus around networking virtualization, compute services, AI/cognitive, data, or application development.
  • 10+ years experience troubleshooting complex issues using problem determination best practices
  • 10+ years leading and mentoring teams
  • Bachelor's degree in Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field


Preferred Tech and Prof Experience

Preferred Technical and Professional Experience
  • Expert level experience in one or more of these specialized areas:
    • Expert level industry and vendor certifications
    • Network protocols/technologies: Border Gateway Protocol (BGP), Multiprotocol Label Switching (MPLS), Open Shortest Path First (OSPF), IPv4/6, Internet Protocol Security (IPSec VPN), Server Load Balancing, LACP (Link Aggregation Control Protocol), 10GigE & 100GigE, Dark fiber / DWDM systems
    • Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
    • Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups
    • Provisioning, storage concepts, operating systems, Web servers, Web hosting control panels, system administration
    • Cloud-based software development using technologies such as Cloud Foundry, Kubernetes, and various runtimes


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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