Technical Operations and Package Support

    • Southbury, CT

We build phenomenal products that our customers rely on so it's important they are running at their best. As a Systems Management Specialist, you will work with the latest software to keep moving business forward. Whether it's our Engineering teams that need a test environment or our software running in production, we are seeking skilled systems management professionals ready for the challenge.

Your Role and Responsibilities

The Technical Operations and Package Support 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 3 rd 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. TOPS 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. The job is onsite. No remote capability.


Key: (0) No Skill (1) Basic Skill (require supervision) (2) Skilled (unsupervised) (3) Highly Skilled (able to train someone else) (4) Mastered (subject matter expert)

• 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

• Lotus Notes Level 2

• Written communication Level 3

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 & Operational 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, WebSphere/MQ; File transfer; Windows OS, Linux OS and SQL

Make Technical Recommendations to Technical Leads for Problem Resolution.

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.

Problem & Change Management processes: Perform regular review of 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.

Proactively work to automate manual tasks, removing the potential for human error.

Required Technical and Professional Expertise

Working experience with Unix/Intel/Linux platforms, WAN, LAN and Problem & Change Management tools.

Strong Verbal and Written Communication.
Strong analytical skills. Quick thinker and quick learner.
Has previous experience working in an 24x7 Operations environment.
Has previous experience working a rotating shift.
Demonstrated consistent and successful results leading in a team environment.

Preferred Technical and Professional Expertise

Strong working knowledge of Banking applications

Familiar with Scripting

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

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
IBM will not be providing visa sponsorship for this position now or in the future.  Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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.

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