Infrastructure Specialist-Cloud Platforms - Philippines, Quezon City, Pilipinas - IBM Solutions Delivery

Paglalarawan

Introduction
The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world's relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.

Your Role and Responsibilities
1) Incident Management:
. Respond promptly to incident tickets of severity 3 & 4 priority, ensuring timely resolution and minimal disruption to operations.
. Troubleshoot issues related but not limited to Windows Server, Linux OS and system related platform (e.g. hypervisor or virtualization) diagnosing and resolving technical problems (e.g. backup job issue) efficiently.. Utilize relevant certifications and expertise to effectively troubleshoot and resolve technical issues within the operating environments.
. Escalate complex incidents to appropriate teams or higher-level support tiers when necessary, providing detailed information for further investigation.

2) Event Management:
. Utilize monitoring platforms to proactively identify potential issues within the Cloud environments.
. Monitor system alerts and notifications, taking pre-emptive action to address emerging problems before they escalate to incidents.
. Analyse and triage events generated by monitoring systems to distinguish between regular system behaviour and potential incidents.
. Assist in the transition of critical events to the incident management process, ensuring a seamless response to potential incidents.

3) Request Fulfilment:
. Execute requests of low complexity related to Windows Server and Linux OS, such as user account management, vulnerability assessment, software release (e.g. OS patching) for non-production systems.
. Implement changes to the environment as required for request fulfilment, ensuring adherence to established procedures and minimizing risk to system stability.

4) Documentation and Reporting:
. Maintain accurate records of incident ticket, request fulfilment, and troubleshooting activities in ITSM.

5) Collaboration and Communication:
. Collaborate with other IT teams and stakeholders to ensure seamless delivery of support services and timely resolution of incidents and requests.
. Communicate effectively with users, providing clear instructions and updates regarding the status of their tickets and requests.

Required Technical and Professional Expertise

• Admin task and troubleshoot for L3 Switch & Next Gen Firewall (F5, Palo Alto, Fortinet)
• Load balancing
• CISCO training or certification

Preferred Technical and Professional Expertise

• SSL Cert renewal
• ITIL Practice
• AWS Cloud Networking
• Above average to excellent communication skills