Senior System Support Analyst

IBM

Boston (MA)

Hybrid

USD 105,000 - 136,000

Full time

7 days ago

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Job summary

IBM Consulting in Canada is hiring a Senior System Support Analyst to guide Client IT on infrastructure, security, and risk management. You will ensure high-quality support, meet SLAs, and maintain process compliance in a hybrid work environment.

The role requires a Bachelor’s degree with preference for a Master’s, and hands-on experience in large-scale infrastructure and IT continuity planning across cloud and on-premise environments.

Qualifications

Deep expertise in managing and supporting large-scale infrastructure products.
Experience conducting business impact analyses and risk assessments.
In-depth knowledge of security, risk management, and regulatory compliance.

Responsibilities

Analyze and resolve infrastructure incidents to minimize downtime and restore services.
Provision, deploy, configure, and migrate infrastructure products for clients.
Conduct risk assessments and develop strategies to mitigate vulnerabilities.
Manage and support infrastructure products to meet SLAs and compliance.
Develop IT resilience strategies to prevent significant outages.

Skills

Infrastructure management

Risk assessment

Security & compliance

Incident analysis

IT continuity planning

Education

Bachelor's Degree

Master's Degree

Tools

Cloud infrastructure (AWS/Azure)

Job description

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As an Infrastructure Specialist in Platform Engineering Services, you will act as a trusted advisor to Client IT, providing expertise in infrastructure, security, and risk management. Your primary focus will be on ensuring high-quality technical support, meeting Service Level Agreements (SLAs) and adhering to process compliance.

Your primary responsibilities will include:

Analyze and Resolve Incidents: Analyze and resolve infrastructure-related incidents, minimizing downtime and ensuring prompt restoration of services. This involves identifying root causes, implementing fixes, and verifying resolution.
Provision and Deploy Infrastructure: Provision, deploy, configure, and migrate infrastructure products to meet client needs, ensuring seamless integration and minimal disruption.
Conduct Risk Assessments: Conduct business impact analyses and risk assessments to identify potential vulnerabilities, developing strategies to mitigate risks and enhance overall IT resilience.
Manage and Support Infrastructure: Manage and support infrastructure products, ensuring they meet client requirements and adhere to SLAs, while maintaining process compliance.
Enhance IT Resilience: Develop and implement strategies to minimize the likelihood of significant service outages or disasters, enhancing overall IT resilience and ensuring business continuity.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Deep Expertise in Infrastructure Management: Proven experience in managing and supporting large-scale infrastructure products, ensuring high-quality technical support, and meeting Service Level Agreements (SLAs).
Experience with Risk Assessment and Mitigation: Demonstrated ability to conduct business impact analyses and risk assessments, identifying potential vulnerabilities, and developing strategies to mitigate risks and enhance overall IT resilience.
Advanced Knowledge of Security and Compliance: In-depth understanding of security and risk management principles, with experience in ensuring process compliance and adhering to regulatory requirements.
Proficiency in Incident Analysis and Resolution: Skilled in analyzing and resolving complex infrastructure-related incidents, with a strong focus on minimizing downtime and ensuring prompt restoration of services.
Experience with IT Service Continuity Planning: Proven experience in developing and implementing strategies to minimize the likelihood of significant service outages or disasters, ensuring business continuity and enhancing overall IT resilience.

Preferred technical and professional experience

Advanced Security Certifications: Holding industry-recognized security certifications, such as CISSP or CISM, would be beneficial in demonstrating expertise in security and risk management principles.
ITIL Framework Knowledge: Familiarity with the ITIL framework would be advantageous in ensuring process compliance and adhering to regulatory requirements.
Cloud Infrastructure Experience: Experience working with cloud infrastructure products, such as AWS or Azure, would be valuable in provisioning, deploying, and managing infrastructure products.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

Must have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.

The salary range for the position is based on a full-time schedule. Your ultimate salary within this range may vary depending on your job-related skills and experience for this position.

Job Title

Senior System Support Analyst

Job ID

133063

City / Township / Village

State / Province

Country

Canada

Work arrangement

Hybrid

Area of work

Infrastructure & Technology