Department: IBM i Operations
Location: Franklin Court – Bedford
Reporting to: BAU Support Supervisor IBM i
Job summary
To provide IBM i Level 1 operations support for all internal and external customer requests ensuring the delivery of exceptional service to our customers 24/7.
Owning the daily operational tasks for our Managed Service customers, including incident, change and request. Monitoring alerts, raising calls and resolving tickets in a timely manner or escalate where necessary to 2nd line.
Key result areas
- Own and manage CPU Utilisation alerts
- Own and manage ASP Utilisation alerts
- Own and manage IBM i Hardware Alerts
- Action all IBM i Itheon monitoring reminders
- Respond to Message wait alerts that have pre-defined procedures, or send manually to customer
- Own & manage High Availability Level 1 Mimix related Tasks as per procedures
- Own & Manage High Availability Level 1Quick/edd tasks as per procedures
- Own & manage High Availability Level 1 iTera related tasks as per procedures
- Own & manage High Availability Level 1 iCluster related tasks as per procedures
- Own & Manage alerts using Halcyon Enterprise console
- Own and manage all Backup requests assigned to Ops (scheduled and adhoc)
- Own and manage all Restore requests including identifying tapes, and pre restore checks (size of data being restored)
- Perform planned and adhoc data refreshes as per procedures
- Perform adhoc IPLs when requested
- Perform Quick/edd Licence renewal as per procedures
- Own and manage remedy helpdesk tickets for specific customer helpdesks
- Own and manage all iSeries related Landesk assigned Incident, changes and requests
- Undertake other related tasks as requested by the iSeries Technical Lead
- Work on a 12 hour shift rota 4 on & 4 off
- Escalate IBM i support requests to oncall team where required
- Documentation changes using Wiki knowledge database
- To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018
Key personal requirements
- OS400 knowledge – V5R4, V6R1, V7R1, V7R2, V7R3, V7R4
- High Availability knowledge (Mimix, iCluster , Itera & Quick/EDD)
- iSeries hardware knowledge including resource management (CPU, Memory,)
- Understanding of VTL technologies at Blue Chip
- HMC knowledge
- Knowledge of OS/400 backup software including BRMS and native backup/restore commands
- PCI skills desirable
- Conform to Blue Chip procedures / policies
- Maintain current market knowledge for iSeries platform
- Knowledge and experienced in the use of standard MS Office applications
- Ability to assist colleagues
- Problem determination, analytical and resolution skills
- Identification of repetitive tasks to automate
- Good communication skills internally & externally
- Ability to demonstrate initiative
- Good telephone manner
- Customer service skills
- Supporting team members
- Able to knowledge share within team
- Flexible & Adaptable
- Proactive
- Takes ownership
- Good decision maker
- Time management skills