Support Engineer (Level 2) - OpenPages GRC Platform

Job Description

Introduction
At IBM we have an amazing opportunity to transform the world with cognitive technology. OpenPages with Watson is one of the leaders in Gartner's magic quadrant. With OpenPages, clients have a fully integrated Governance, Risk and Compliance (GRC) solution to enable clients to identify, classify and manage risk in their organization. Specifically OpenPages is a market-leading, enterprise-class GRC solution. OpenPages, available on-cloud and on-premise, is an integrated platform and data model across all risk and compliance processes that leverages IBM analytics, cognitive and AI to help improve efficiency and effectiveness across the organization. This enables risk-aware decision making, ensures compliance, and improves business performance, across all lines of defense in the enterprise. OpenPages is a complete platform and suite of GRC modules to service the various aspects of risk and compliance management such as Operational Risk, IT Risk Governance, Internal Audit, Model Risk Governance, Regulatory Compliance, Policy Management, Third-Party Risk and Business Continuity.
With IBM and OpenPages, we bring cognitive insight into creating GRC solutions.
Your Role and Responsibilities
The role and responsibility of the Technical Support Professional for the OpenPages GRC with Watson includes specializing in a variety of technologies. The technology includes but isn't limited to Carbon, React, Java, Node.js, WebSphere Liberty, Cloud Pak for Data, Cognos, DB2, and Oracle. Our team of subject matter experts specializes in knowing a wide range of technologies that our clients may integrate with the product. As IBM focuses on Hybrid Cloud, Technical Support Professionals will also work with technologies such as OpenShift, Docker, Kubernates, and many other cloud-centric and modern cloud tools.
From a day to day perspective, our team of Technical Support Professionals work with clients and solve their technical issues that can range in complexity. In addition to their day to day responsibilities, they work on projects that are personal to them and contribute to business value. We are looking for individuals that can find ways to innovate with how we work in addition to getting the job done. This role requires someone that provides technical support assistance to customers using problem determination/problem source identification skills. Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Contributes to cross-functional collaboration and high customer satisfaction. Contribute to ensure 7/24 support for severity 1 cases. Excellent opportunity to work directly with customers utilizing the latest cloud technologies that are ever changing and ever evolving.
Required Technical and Professional Expertise
- 5+ years in IT administration and/or support ; 3 + years supporting an enterprise-level product;
- Proficient in Windows desktop and Windows Server operating systems
- Proficient in technical writing; public facing knowledge articles; technical forum contributions; Fluent in communicating in English;
- Basic knowledge of UNIX operating systems: AIX and RHEL (Linux)
- Knowledge of database architectures (ie: tables; triggers; sequences; schema; etc)
- Knowledge of supported Internet Browsers: Edge, Chrome, Firefox, Apple Safari
- Knowledge of debugging Internet Browsers using tools such as FireBug and using HAR files
- Knowledge of WebSphere, IBM HTTP Server (IHS), and other application servers.
- Knowledge of PL/SQL
- Experience reading J2EE stack traces
- Knowledge and understanding of networking principles
- Knowledge in GitHub
Preferred Technical and Professional Expertise
Knowledge in various domains of Risk: Operational; Compliance; IT; Vendor
- Knowledge of DB2 and Oracle databases,
- Knowledge of SSL, SMTP
- Knowledge of Virtualization: vSphere, ESX Server, Windows Terminal Services
- Knowledge in javascript frameworks such as Dojo and JQuery
- Knowledge in other framework such MEAN: MongoDB, Express.js, AngularJS, Node.js
- Knowledge in 3rd party authentication: SiteMinder, SPENGO, SAML, and LDAP
- Knowledge in report writing and/or reporting framework modeling with leading BI tools (i.e.: Cognos Report Studio)
- Knowledge in Carbon React
- Knowledge in RedHat OpenShift
About Business Unit
IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.