IBM Security Intelligence L3 Support / DevOPs in SOUTHPORT, Australia
The Security division of IBM is an exciting, fast growing division delivering the next generation of cloud-based enterprise solutions. Security is one of the hottest segments in technology today.IBM has an opportunity for a Security Intelligence Level 3 Support and DevOps Engineer for IBM QRadar. You’ll be working in a fast-paced, exciting and globally distributed environment, supporting, monitoring, maintaining, optimizing, and improving our systems while working with a seasoned group of global intelligent engineers and developers. The preferred candidate will have a mix of the following set of skills, L3 Support Engineer Are deep skilled and technically competent members of IBM Security Intelligence Technical Support Team. You will provide system and application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.DevOps engineers We’re looking for someone with a strong development skills with a passion for client support and an understanding of the LINUX operating system, the services that run-on top of it. Responsibilities:
Support the L2 Service Specialists in performing problem determination and analysis on client systems.
Perform in-depth troubleshooting including remote sessions, reading system dumps and going through the product code level to identify / debug and solve complex support issues that were escalated by the other support levels.
Maintain a low rate of non-defect escalations to the development team.
Responsible for customer interactions/communications while being the support liaison between customer, Product-Management, R&D, Security and Business units.
Depending on the severity level of a problem, attending conference calls or onsite visits maybe required with the client.
Write technical notes and troubleshooting procedures to be used by the entire support organization.
Managing assigned cases to meet service levels.
Use programming languages, primarily Java, in which the product has been written
Provide client insight and feedback regarding the client environment to the development organization responsible for existing and new product development
Seek opportunities for change and improvement in process and technology to drive efficiencies.
Support, grow, maintain and administer IBM's QRadar cloud offerings, making the machinery is running smoothly and our customers are receiving the quality of support and service they’ve come to expect.
Ability to manage multiple projects, while ensuring that commitments and timetables are met
Ability to partner with internal stakeholders to design operational solutions
Required Technical and Professional Expertise
At least 3 - 5 years experience with Java programming in a production environment
At least 1- 2 years experience in Customer Support
At least 3 - 5 years of Linux systems administration (CentOS, RedHat)
At least 3 - 5 years of experience with virtualization technologies (VMware)
At least 1 - 2 years experience with cloud systems & concepts
At least 1- 2 years experience with configuration management (Puppet, Chef, Ansible, Salt, UrbanCode, etc.)
At least 1-2 years of experience with source control management systems (Subversion, Git, etc.)
Fluent English and excellent customer facing and communication skills (verbal and written).
Goal oriented, forward thinker that can provide solutions for complex technical problems
Preferred Technical and Professional Experience
Experience with the QRadar SIEM product
Administration of databases
Experience with Java web applications and servers such as TomCat
Experience with scripting using Python or Perl
Knowledge of secure development practices
Knowledge of web development technologies
Understanding of software engineering principles
At least 1- 2 years of experience C / C++ Programming,
At least 1- 2 years of experience with Rational Team Concert (RTC)
A deep understanding of Linux systems including kernel, network, disk, CPU & memory
Experience in cloud delivered enterprise applications
Strong understanding of metrics analysis & health monitoring (Graphite, Nagios, etc.)
Strong capabilities of building organized processes and structured formal documentation.
Software security background
Experience in a multinational organization