Description

Lead customer issue resolution for IBM infrastructure, owning assigned tickets from intake to closure. Analyze complex hardware and software failures across AIX servers and storage arrays to determine root causes and implement solutions. Mentor junior engineers, develop training curricula, and manage escalations as a Level 3 resource.

Responsibilities

• Own assigned support tickets, providing continuous updates and final resolution to customers.
• Analyze IBM AIX SNAP files and core/crash dumps using AIX crash or kdb tools to identify system failures.
• Diagnose storage issues by reviewing logs and configurations for IBM DS4000, FAStT, EMC Clariion, and NetApp systems.
• Mentor other engineers and develop internal certification criteria and training materials.
• Update standard operating procedures and coordinate system design for simulation and resolution testing.

Required Skills

• 5+ years of experience in IT infrastructure support or resolution engineering.
• Deep expertise in IBM AIX operating system administration and troubleshooting.
• Proficiency in analyzing AIX SNAP files, core dumps, and using kernel debugger (kdb).
• Hands-on experience with IBM storage solutions (DS4000, FAStT) and EMC Clariion support files.
• Ability to interpret NetApp auto_support data and server logs for hardware/software diagnostics.
• Experience with ticketing systems and documentation of technical resolutions.
• Strong communication skills for customer interaction and internal team mentorship.

Key Skills

Education

Any Graduate