Support Engineer Manager (Cloud Products) - US shift

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
The IBM Cloud organization drives a client first culture and strive to deliver “One Click One Call” The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public Hybrid and Multi cloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM AWS Azure or Google) and systems (IBM Z® IBM Power® or x86). Public cloud with industry-specific requirements and Watson.

The Manager role of the Advanced Customer Support Team (ACS) will have the following key tasks
– Ensuring high quality and availability of the component areas as well as partnering with the strategist Solution Lead on future strategy.
– Collaboration with the extended leadership team on organization wide initiatives potential work with external and internal sponsor users and customers during critical situations.
– Act as a point-of-escalation within the ACS Network Support Engineering team for technical issues during an assigned shift
– Help provide solutions when working with customers to identify and remediate issues on the network.
– Plays a critical role in maintaining the global infrastructure for our Cloud environment comprised of over 50000 network devices globally.
– Directly create documentation and provide oversight and peer review of change control documents written by other team members.
– Assume full responsibility for the personal management within the teams including annual goal appraisal (Check point) nomination of employees with high potential and other initiatives related to development of the employees in the division.
– Performs different dispositions of the employer regarding his labor obligations in correspondence with the legislation.
– Allocate resources effectively to ensure optimal utilization and productivity.
– Conduct regular team meetings setting clear expectations and fostering a culture of continuous improvement.

Required Technical and Professional Expertise

• A minimum of 2-5 years of experience in people management role.
• Demonstrated experience in Agile Development methodologies.
• Excellent people skills including negotiating recruiting motivating and team building.
• Strong communication skills and the ability to work in a fast-paced environment.

Preferred Technical and Professional Expertise

• 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 virtualization technologies such as VMWare Xen KVM
• Great communication and soft skills
• Solid experience creating technical documentation for current and future state network support needs.
• Skill in troubleshooting problem identification and resolution of networking issues
• Ability to both works independently as well as in a team environment
• Ability to organize and prioritize multiple work assignments.
• 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
• 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.
• CCNP JNCIS or JNCIP