Responsible for the remediation of server incidents including timely responses, thorough analysis, and all proper follow up actions
Responsible for responding to service restoration calls.
Responsible for the overseeing of incident queues to ensure service level service levels are met
Responsible for the overseeing of request queues and taking ownership of completing the requested work detail .
Responsible for reducing repeating incidents by performing deep analyses of tickets, adjusting thresholds, and/or performing root cause analysis to prevent future occurrences.
Responsible for technical infrastructure projects
Collaborates with various groups to select appropriate design, process and tests and ensures the compatibility of system components.
Responds to client/stakeholder problems in a timely manner, prioritizing multiple issues based on the severity of the case. Updates tickets with clear, concise and detailed documentation, including all communications regarding work, emails, phone calls and service attempts.
Determines need for and responsible for installing Operating Systems patches including pre and post level reporting.
Follows documented procedures for installing, maintaining and administering server hardware and software environments.
Possess an understanding of server hardware components.
Possess an understanding of network design, components and computer systems interactions
Bachelor’s degree required and/or equivalent work experience.
IBM i, iSeries, AS/400 System Administration (10+ years’ experience)
i/OS support for versions V4R5 to Current Release
Hardware Management Console (HMC) configuration and support
IBM Power Systems Hardware configuration and support
IBM Server firmware support
Virtual I/O Server (VIOS) configuration and support
Internal/External (SAN) DASD general understanding and support
SAN replication methods (IBM FSFC) configuration and support
Virtual Tape Library (VTL) solution (Dell/EMC) configuration and support
BRMS (in-depth knowledge) configuration and support
Data replication (PowerHA, MIMIX, iTera, DataMirror, QEDD, others) configuration and support
MQ Series configuration and support
Troubleshooting skills, analytical skills, experience in high availability/real time environment
Ability to coordinate actions through others and willing to adapt to change
Effective Communication skills (written and verbal)
Ability to work in a teaming environment, attention to detail and the ability to multi-task
Ability to coach others, ensure processes and procedures are up to date and followed, facilitate cross training among different teams, manage scheduling, facilitate Major Incident calls with support teams and client representative
Dynamic schedules – MUST BE ABLE TO WORK NIGHTS/WEEKENDS (on-call rotation)
Familiarity with the following tools: Service Manager, CASD Service Desk or ServiceNOW Configuration Management Database, Inventory asset management, HP Service Desk, BMC for iSeries, Halcyon and Unicenter
CL coding (develop and support)
SQL & DB performance monitoring & tuning – utilizing tools like DBMON & iDoctor
RPG Application development coding – General Understanding