东莞招聘

Job description

- The Tivoli L2 Support Engineer provides advanced level of support Tivoli Monitoring customers in AP region. The engineer will help resolve complicate customer issues escalated by a L1 support, and evaluate the nature and criticality of the problem, determine root cause, applying a temporary or subscribing a long term fix, report situations up through executive mgmt and in cases involving other software, coordinate activities with sister support teams, and ultimately ensuring customer satisfaction. In cases where there is a defect in the product, the engineer is expected to provide due diligence in researching the nature of the problem, identifying where the product is failing and consulting with L3 before opening a defect report. In other cases, the engineer is expected to manage several customer issues applying problem determination techniques and matching the relief to the severity of the issues.

Technical Skills

Knowledge or experience working with any Tivoli Monitoring products (ITM Platform, ITM Agent, ITCAM agents)

Knowledge or experience working on z/OS and OMEGEMON product is a strong plus

Ability to provide analytical ability and creativity in using existing techniques to analyze and implement

software solutions

Solid Database experience on Oracle, DB2, MSSQL

Solid Working Knowledge with Java, C/C++,

Strong Experience on multiple OS (Windows, AIX/Unix, Linux, etc.)

Reading/writing ksh, perl, and sql scripts for troubleshooting

Non-Technical Skills

Excellent communication skills (written and verbal) and listening skills

Ability to multi-task and problem-solve

Analytical skills, problem analysis, diagnosis and determination

Self-motivated and proactive with demonstrated creative and critical thinking capabilities

Interpersonal and communication skills

Writing and organization skills

Decisions Making Skills and ability to work independently on customer issues

Willingness to learn, able to quickly develop and apply new skills

Presentation and Documentation skills

Prior experience in working with demanding customers and past experience in handling difficult technical situations is highly desired.

Knowledge or experience working with people based in AP also an advantage, 2nd Language skill also desired

Oversea working or study experience is a plus

Desired Skills

Customer focus,

attention to details,

good communication/ collaboration skills across teams / GEO.

Knowledge of SWG and Support.

These engineers should be adaptable and flexible to work environment including, but not limited to, out of town travel as required to meet business commitments and working critical situations, as business needs may require, handling multiple tasks concurrently, and easily adapting to new assignments, system, tools; produce clear, concise, accurate written communication, clearly conveying thoughts and ideas to peers, management, and customers; establish and maintain positive work relationships with peers, management, and customers, displaying willingness to understand diverse points of view; learn and apply new equipment and tools within an acceptable timeframe; and assume ownership of assignments, completing commitments on time.

Qualification Details (Work related attributes)

Bachelor degree at least

master preferred, major in Computer Science or IT related,

with 3+ years working experience in IT industry

Required

Bachelor's Degree

English: Fluent

Chinese simplified: Fluent

Preferred

Master's Degree

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

For nearly 100 years, IBM has created products to handle information. Today, as the world's largest information technology company, it invents, develops and manufactures the most advanced information technologies computer systems, software, storage systems and microelectronics. But that's just for starters. After decades as the undisputed leader in the computer hardware business, IBM has transformed itself into an information technology services business. It is passionately committed to adding value for our clients from helping to keep grocery shelves stocked to simultaneously providing medical imagery to physicians an ocean apart. Its solutions, services and consulting offerings are revolutionizing the way people, organizations and enterprises operate including itself.

在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。