Technical Support Professional - SAN support
Introduction
The Remote Technical Support (RTS) team plays a critical role in assisting customers who experience issues with IBM storage SAN Switch (both Broadcom and Cisco) products. Whenever a customer encounters a problem, they reach out to IBM and log a support ticket. This ticket is then assigned to an RTS engineer, who becomes the primary point of contact for the case.
The RTS engineer connects with the customer to thoroughly understand the nature of the issue, gathers all necessary diagnostic information and system logs, and performs a detailed analysis to identify the root cause. Based on the findings, the engineer provides appropriate solutions or corrective actions to resolve the problem efficiently.
Once the resolution is implemented, the RTS engineer validates the fix with the customer to ensure that the system is fully operational and the issue has been successfully resolved. After receiving customer confirmation, the support ticket is formally closed.
Through this structured process, the RTS team ensures quick response times, accurate issue resolution, and high levels of customer satisfaction for IBM's storage product users
Your role and responsibilities
Perform problem determination and isolation for customer-reported issues related to IBM storage - SAN -products.
Analyze, troubleshoot, and resolve technical problems by collaborating with clients and internal teams.
Ensure that all issues are addressed in line with customer expectations, providing accurate and timely resolutions.
Maintain adherence to defined Service Level Agreements (SLAs) and ensure all cases are closed within the agreed timelines.
Document the root cause, resolution steps, and preventive actions for each case to support continuous improvement.
Deliver a high level of customer satisfaction through effective communication, professionalism, and technical expertise.
Participate in knowledge sharing, process improvements, and team development initiatives.
Required education
Technical Diploma
Preferred education
Bachelor's Degree
Required technical and professional expertise
Minimum 2 year experince in supporting Storage or SAN products . Excellent techncial skills on Storage or SAN ( Broadcom / Cisco ) . Experience on supporting storage provisioning issue . Experience on SAN troubleshooting . Experience on working on performance issues . Excellent communication skills . Should be able to work on 24 X 7 rotational shifts . AP Morning shift starts at 4.30 AM , should be able to work on this shift
Want more jobs like this?
Get jobs in Bangalore, India delivered to your inbox every week.
Preferred technical and professional experience
Experience in supporting global clients .
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. 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
Company Videos
Hear directly from employees about what it is like to work at IBM.