Reports To:Head of Software Development & Service Desk
Location:Watford office & Remote
As a IBMi Operations Support Specialist based at our Customer Management Centre (CMC), you are part of a diverse small team within a leading internationally advanced technology solution provider, working with varied customers in a diverse number of sectors (e.g., Finance, Manufacturing and Retail).
The role is to provide support within our CMC ensuring the highest possible infrastructure availability and making sure that key processes such as Backup and HA services are running at their most optimum. Where detailed investigation work or incident response is required, being able to collaborate with other key colleagues in a timely manner.
ROLE SPECIFIC RESPONSIBILITIES:
Managing and maintain the remote monitoring systems (such as Help Systems Halcyon Enterprise) for onsite and cloud-based platforms. This includes automated script development and monitoring.
Proactive client management by providing telephone and remote assistance to ensure that client systems and the MIT UK Enterprise Cloud for IBMi are fully optimised.
Record incidents that are either reported by the clients or alerted by the systems, managing the incidents to a ‘close’.
Being 1st and 2nd line response technical support for IBMi Managed Services clients. Provide technical consultancy, such as patching and upgrades, as required.
Managing key client processes including backup services, storage management, HA processes and DR invocation processes.
Working closely with all relevant MIT UK internal teams to deliver client technical solutions and ensure customer satisfaction.
Ensuring Service Desk and client documentation and records remain current and up to date.
Any other duties as needed or required by the business. Such other relevant duties may be assigned by the Manager in agreement with you. Such agreement should not be unreasonably withheld.
TYPE OF EXPERIENCE NEEDED:
Minimum 4 years’ experience within a similar organisation and in a technical or operations-based role (NOC experience).
Experience working in either the finance, manufacturing or retail sectors would be beneficial.
Demonstrable high-level technical capability on Power i.
Demonstrable experience of working in a complex enterprise-level Power i environment
IBM i OS, BRMS, Work Management, Performance Management
SQL, CL, SSL, Key Management, Mimix, IBM Storewize (V5000 / V7000 for example) Power VM, Flash and virtualisation, Halcyon and Zabbix (Desirable)
Skill in solving technically challenging problems involving Power i based application and hardware issues.
Excellent documentation and record management skills and attention to detail, must be able to write clear and understandable procedures.
Knowledge of a Managed Services ticketing system
Good written and verbal communication skills, particularly ability to provide clear and calm technical instructions over the telephone.
Good organisational and problem-solving skills
Able to work proactively and under pressure with a can-do attitude.
Strong desire to continually improve customer service.
Demonstrate a high level of independent judgment and initiative
Be totally self-motivated and self-managed
Handle confidential information in a professional manner
You are responsible for applying Meridian IT Equal Opportunities Policy in your general conduct.
You have a responsibility to promote high levels of internal and external customer care within your own areas of work.
You are expected to participate in team meetings and your performance reviews, engaging in the setting of objectives to assist in monitoring your performance and development with your line manager.
To be guided by and demonstrate Meridian IT values, principles, and code of business conduct in all working activities and promoting them to others.
You may, with reasonable notice, be required to work at any of the Meridian IT office, including client and third-party sites.
You have the responsibility to engage with the Meridian IT’s commitment to delivering value for money services and our business strategy that optimise the use of multiple resources and tools, therefore should consider this when undertaking all duties and aspects of your role.
Minimum of a HND qualification and preferably role related vocational certifications.
INTERESTED AND QUALIFIED CANDIDATES SHOULD SUBMIT THEIR RESUMES TO email@example.com
Meridian IT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin or disability.
Meridian Group International Inc. and all of its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.