Data center technician/ IBM resolution engineer

Job Title: IBM Level III resolution engineer

Location: Remote

POSITION SUMMARY:

The function of the IBM Level III is to act as a lead customer issue resolution engineer and take

ownership of all assigned tickets. A secondary function is to act as a mentor to other engineers

as assigned and to develop internal certification criteria and curriculum. Level 3 Engineers will

also perform the duties of Level 2 Engineers- Training Coordinator/provider, QA Engineer and

Escalations Manager as assigned and certified.

• Review & analyze the IBM AIX SNAP file to analyze the ongoing problem & provide

resolution to the customer.

• Analyze the AIX core/crash dump using the AIX crash or, kdb (kernel debugger) tool to

find the root cause of the system crash or, any other hardware or, software problem and

the solution for the ongoing problem.

• The Level III engineer needs to analyze the storage support logs & configuration like for

IBM DS4000 family/ IBM FAStT storage to identify the exact problem with the storage

system.

• Analyzes the EMC Clariion storage SP-collect support files to determine the problem

with the EMC storage.

• Analyzes the configuration, logs with the help of the Netapp’s auto_support data, to

determine the ongoing hardware or software problem

JOB DUTIES:

• The function of the IBM Level III is to act as a lead customer issue resolution engineer

and take ownership of all assigned tickets.

• Review & analyze the IBM AIX SNAP file to analyze the ongoing problem & provide

resolution to the customer.

• Analyze the AIX core/crash dump using the AIX crash or, kdb (kernel debugger) tool to

find the root cause of the system crash or, any other hardware or, software problem and

the solution for the ongoing problem.

• The Level III engineer needs to analyze the storage support logs & configuration like for

IBM DS4000 family/ IBM FAStT storage to identify the exact problem with the storage

system.

• Analyzes the EMC Clariion storage SP-collect support files to determine the problem

with the EMC storage.

• Analyzes the configuration, logs with the help of the Netapp’s auto_support data, to

determine the ongoing hardware or software problem.

• A secondary function is to act as a mentor to other engineers as assigned and to

develop internal certification criteria and curriculum.

• Level III Engineers will also perform the duties of Level 2 Engineer’s- Training

Coordinator/provider, QA Engineer and Escalations Manager as assigned and certified.

• Provide continuous updates to company standard operating procedures and assign

development/editing as needed. Motivate and encourage department staff .Identify areas

of improvement in the company and assist in creating and implementing solutions.

• Oversee and provide direction to department employees Adjust assignments as needed

to best utilize team resources.

• Monitor job progress and team performance throughout operations arrange and facilitate team meetings to discuss company values and objectives on completed jobs.
• Report on project status as required implement solutions including full documentation

and training as required.

• Become acclimated with Maintech’s ticketing system, eMaintech.
• Interpretation of the customer files provided during service event. Determining root

cause and recommending correct resolution. Validating actual problem and validating

correct parts required for service.

• Provide/attain hardware/software training including, but not limited to, IBM-AIX or, IBM

storage.

Coordinate the design and build of systems to simulate and resolve customer

Thanks