Sr. Technical Support Engineer - Level 3 (AS400 iSeries)
The AS400 iSeries Technical Support Engineer L3 will be responsible for proactively responding to the technical challenges and requirements for customers within the Managed Service environments. The Managed Service department is primarily focused on delivering the whole solutions lifecycle, including, supporting, maintaining, and decommissioning data center solutions to ensure the continuity of business operations for all customers. You will work with sales account managers on new prospects and existing customers alike, offering a technical presales perspective as well and maintaining the correct solution to meet the customer's needs.
What you'll be doing:
Assisting sales account managers to provide presales expertise on delivering the desired solution for the customer
Design and deliver support and service solutions for customers in line with industry best practice to deliver continual service improvement over the whole service life-cycle
Work closely with Managed Services to ensure new customers are migrated with seamless handover / transition into the managed service environment
Implementing new and refreshed servers, storage, and network solutions for hosted customer environments
Dynamically monitor, manage, and improve managed service environments. Identifying and resolving root cause of issues and ensuring continual service availability
Strive for continual service improvement based on a desire to become a world class managed service provider
Contribute proactively to new service development
Deliver a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues
Guarantee operational procedures and practices are well defined, documented and consistently applied
Ensure quality, up-to-date documentation exists for all service arrangements
Key Responsibilities:
System Administration:
Perform daily administration and maintenance of AS400/iSeries systems.
Manage and monitor system performance, capacity, and availability.
Implement and maintain backup and recovery procedures.
Technical Support:
Provide L3 support for complex AS400/iSeries issues, including troubleshooting hardware and software problems.
Troubleshoot and manage HMC LPARed environments.
Collaborate with L1 and L2 support teams to resolve escalated issues.
Provide guidance and mentorship to junior team members.
System Upgrades and Patches:
Plan and execute system upgrades, patches, and firmware updates.
Ensure all systems are up-to-date with the latest security patches and updates.
Security Management:
Implement and enforce security policies and procedures to protect AS400/iSeries systems.
Conduct regular security audits and vulnerability assessments.
Respond to security incidents and breaches.
Performance Optimization:
Analyze system performance metrics and implement optimization strategies.
Fine-tune system configurations for optimal performance.
Documentation and Reporting:
Maintain detailed documentation of system configurations, procedures, and changes.
Generate and present regular reports on system performance, issues, and resolutions.
Disaster Recovery:
Develop, test, and maintain disaster recovery plans.
Ensure systems can be quickly and effectively restored in the event of a disaster.
What we're looking for:
Minimum of 5 years of experience in AS400/iSeries system administration and support.
Proven track record of managing complex AS400/iSeries environments.
Technical Skills:
Extensive knowledge of AS400/iSeries hardware, operating systems, and software.
Proficient in RPG, CLP, and COBOL programming languages.
Experience with system monitoring and management tools.
Strong understanding of network protocols, storage, and virtualization technologies.
Knowledge of security best practices and compliance requirements.
AIX experience is a plus.
Experience with troubleshooting and managing HMC LPARed environments.
Education and Certifications:
Bachelor's degree in Computer Science, or related, is highly preferred.
Certifications (preferred):
IBM Certified System Administrator - Power Systems with IBM i
IBM Certified Advanced Technical Expert - Power Systems with IBM i
Travel:
Apply Now
What you'll be doing:
Assisting sales account managers to provide presales expertise on delivering the desired solution for the customer
Design and deliver support and service solutions for customers in line with industry best practice to deliver continual service improvement over the whole service life-cycle
Work closely with Managed Services to ensure new customers are migrated with seamless handover / transition into the managed service environment
Implementing new and refreshed servers, storage, and network solutions for hosted customer environments
Dynamically monitor, manage, and improve managed service environments. Identifying and resolving root cause of issues and ensuring continual service availability
Strive for continual service improvement based on a desire to become a world class managed service provider
Contribute proactively to new service development
Deliver a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues
Guarantee operational procedures and practices are well defined, documented and consistently applied
Ensure quality, up-to-date documentation exists for all service arrangements
Key Responsibilities:
System Administration:
Perform daily administration and maintenance of AS400/iSeries systems.
Manage and monitor system performance, capacity, and availability.
Implement and maintain backup and recovery procedures.
Technical Support:
Provide L3 support for complex AS400/iSeries issues, including troubleshooting hardware and software problems.
Troubleshoot and manage HMC LPARed environments.
Collaborate with L1 and L2 support teams to resolve escalated issues.
Provide guidance and mentorship to junior team members.
System Upgrades and Patches:
Plan and execute system upgrades, patches, and firmware updates.
Ensure all systems are up-to-date with the latest security patches and updates.
Security Management:
Implement and enforce security policies and procedures to protect AS400/iSeries systems.
Conduct regular security audits and vulnerability assessments.
Respond to security incidents and breaches.
Performance Optimization:
Analyze system performance metrics and implement optimization strategies.
Fine-tune system configurations for optimal performance.
Documentation and Reporting:
Maintain detailed documentation of system configurations, procedures, and changes.
Generate and present regular reports on system performance, issues, and resolutions.
Disaster Recovery:
Develop, test, and maintain disaster recovery plans.
Ensure systems can be quickly and effectively restored in the event of a disaster.
What we're looking for:
Minimum of 5 years of experience in AS400/iSeries system administration and support.
Proven track record of managing complex AS400/iSeries environments.
Technical Skills:
Extensive knowledge of AS400/iSeries hardware, operating systems, and software.
Proficient in RPG, CLP, and COBOL programming languages.
Experience with system monitoring and management tools.
Strong understanding of network protocols, storage, and virtualization technologies.
Knowledge of security best practices and compliance requirements.
AIX experience is a plus.
Experience with troubleshooting and managing HMC LPARed environments.
Education and Certifications:
Bachelor's degree in Computer Science, or related, is highly preferred.
Certifications (preferred):
IBM Certified System Administrator - Power Systems with IBM i
IBM Certified Advanced Technical Expert - Power Systems with IBM i
Travel:
Apply Now