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Systems Management Specialist

at IBM Power Systems

Posted: 9/27/2019
Job Reference #: 270906
Keywords:

Job Description

Title
Systems Management Specialist

Your Role and Responsibilities
The COPS team resides inside the Command Center and is a Level 1/Level 2 Operational and Application support team. The role requires a self-motivated individual with strong technical skills. Support includes but is not limited to the monitoring, account applications and the surrounding 3rd party packages used within the customer environment. The role is driven by error reporting; change activity and tickets raised both through error detection via tool monitoring; internal proactive health checks and by the Customer. COPS perform first level problem determination of reported issues; in depth application problem determination and recovery for both the IBM managed applications, as well as the local client application used by the Account Member community. COPS are also responsible for identifying application code and data defects. This job must be done on site at the IBM Southbury, CT location. The role performs a rotating shift across a 24/7 schedule including weekends and holidays. Additional support for weekend change activity and projects is also a requirement.  

Level 1/2 Monitoring Support (detail description):   
Provide dedicated first level of monitoring support for all IBM supported applications utilized by a specific client.  In addition to monitoring the OAs are also responsible for performing initial
problem determination and recovery prior to directing issues to the appropriate dedicated IBM teams. The skills listed above are required in order to perform the following Level 1/2 Monitoring support duties:

• Working knowledge of Tivoli Workload Scheduler with the ability to perform job checking, job  running and ad-hoc loading of jobs.
• Working knowledge of Tivoli Monitoring Suite in order to quickly and accurately identify problems as they occur.
• Knowledge of UNIX commands to enable initial problem determination via log files.
• Knowledge of UNIX commands to confirm specific business events have occurred via log files.
• Ability to use UNIX commands to launch health checking or component recovery scripts.
• Familiarity with Windows OS to enable health checking of windows-based applications as well as to perform activities related to the client's business timeline.
• Working knowledge of Lotus Notes in order to action and complete Daily Business Timeline activities.
• Skilled in the use of ticketing systems (Maximo) in order to efficiently and accurately direct tickets to the appropriate resolver groups.

Level 2 Application Support (detail description):  
CAPS provide dedicated second level  application support for all IBM supported applications utilized by a specific client and the clients members.  The skills listed above are required in order to perform the following Level 2 Application support duties:

• Knowledge of complex UNIX commands to enable interrogation of application log files, including the use of vi.
• Ability to use UNIX commands to correlate business datasets and make pattern and behavioral analysis.
• Knowledge of shell scripting and the ability to diagnose issues with shell scripts written in multiple formats, such as perl, ksh, java, etc.
• Working knowledge of WebSphere/MQ to enable troubleshooting and configuration updates to aid in problem recovery.
• Working knowledge of file transfer protocols to enable data gathering.
• Working knowledge of file archiving and retrieval using TSM for Root Cause Analysis.
• High familiarity with Windows OS to enable analysis of windows-based applications and .vbs scripts.
• Create query level SQL to analyze business data spread across multiple DB2 instances.
• Create update level SQL to recover from issues attributed to database data inconsistencies.

Level 2 Operational Support (detail description):

·    Provide Level 2 Application Support for customer-facing client member issues with IBM supplied client applications.  Includes responding to technical queries and creating detailed , customer-facing updates on the supported software packages.
·    Make Technical Recommendations to Technical Leads for Problem Resolution.  During Sev1 situations the Tech Lead will rely on CAPS to provide them with technical and business status updates whilst they manage the customer.  These will need to be delivered quickly and accurately to meet aggressive SLAs and to ensure the customer is kept fully informed at all times.  
·    Restore and supply logs for Level3 and SME teams to aid investigation into bypassed problems requiring root cause analysis.  Also provide technical updates to these teams so that they can understand the problem they are being contacted over.  
·    Resolve and/or workaround problems with the customer application and its associated packages. Guidance will be provided by the Technical Leads.  Help to prevent potential problems.  
·    Perform System Message Repairs (SMRs) to live production data on the client application database when required to in order to recover from a problem.  These updates may involve making live configuration updates to the applications in critical situations.  
·    Problem & Change Management processes: Perform regular review of CAPS queues.  Take ownership of unassigned records in accordance with role priorities.
·    Problem & Change Management processes: Perform daily review of records assigned to you that are PENDING  Progress records as necessary.
·    Problem & Change Management processes: Check for, and progress, any CHANGE records assigned to the CAPS queue. Ensure that any incorrect change data is referred back to the raiser for correction.
·    Take calls from the customer when required.  Log all incoming problems with accurate detail by adhering to the call templates to ensure that all necessary initial information for Problem Determination is gathered.
·    Work on priority problems and projects as directed by the Command Centre Manager.
·    Liaise with Software Support Team (Level 3) if specialist application or package knowledge is required.
·    Proactively work to automate manual tasks, removing the potential for human error.


 

Auto req ID
255425BR

Required Education
Associate's Degree/College Diploma

Role ( Job Role )
Technical Support Professional

State / Province
CONNECTICUT

Primary job category
Software Development & Support

Company
(0147) International Business Machines Corporation

Contract type
Fixed Term - Long Term

Employment Type
Full-Time

ERBP
Yes

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
GTS

Preferred Education
Bachelor's Degree

City / Township / Village
SOUTHBURY

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Technical and Professional Expertise
Incident/Problem/Change management - Level 3
·    Security management - Level 2
·    Service Continuity  - Level 3
·    Service Level management - Level 3
·    Problem Solving Techniques - Level 3
·    Knowledge of AIX Operating system - Level 3
·    Knowledge of DB2 for AIX (SQL language) - Level 2
·    Knowledge of IBM WebSphere MQ - Level 3
·    Knowledge of LAN/WAN - Level 2
·    Knowledge of Microsoft Operating Systems - Level 2
·    Knowledge of Maximo Tool - Level 2
·    Knowledge of Tivoli Workload Scheduler   - Level 2
·    Knowledge of Tivoli Enterprise Portal  - Level 2


Country/Region
United States

Preferred Technical and Professional Experience
N/A

Secondary Job Category
Other Software Development & Support

Eligibility Requirements
N/A

Position Type
Professional

Early Professional Track
Not Applicable - Professional Hire

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

New Collar Role
Yes

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