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

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