Mid Site Reliability Engineer

Introduction
As a SRE Engineer you will work in an agile collaborative environment to build deploy configure and maintain systems for the IBM client business. In this role you will lead the problem resolution process for our clients from analysis and troubleshooting to deploying workarounds or fixes. Working closely with our worldwide teams you will have a unique opportunity to gain first-hand experience with the latest technologies and be supported by a global team of IBMers to grow your own technical skills and develop your career. This role may require some attention after normal working hours in order to troubleshoot and resolve production issues experienced by clients. This role may also require shifting working hours as needed basis for follow-the-sun coverage.

Your Role and Responsibilities
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools procedures and processes.
Contribute to department attainment of organizational objectives and high customer satisfaction.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
May provide training for and mentorship for others on the team.Demonstrate excellent verbal and written communication skills.

Required Technical and Professional Expertise

Preferred Technical and Professional Expertise
Windows
Linux
Java
IHS/HTTP(Web Service)
IIS
IBM WebSphere
IBM Content Navigator
LDAP