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Software Helpdesk Support

2 months ago

United Kingdom Stack Digital Full time €400

Job Title: iSeries Infrastructure Support Work Arrangement: Hybrid
The L3 iSeries Support Administrator will play a critical role in maintaining the stability of business systems across the IBM estate. The primary focus will be on resolving incidents in a timely manner, ensuring system health, and meeting service level agreements (SLAs). Additionally, the administrator will be responsible for building and maintaining a team knowledge base, mentoring junior staff, and working on continuous improvements.

Incident Management: Handle all support requests raised to the team, ensuring timely resolution within SLAs.
# System Monitoring: Monitor tickets, conduct daily system health checks, and lead incident resolution calls.
# Post-Implementation Sign-Off: Obtain business sign-off after successful delivery into production.
# System Monitoring: Oversee IBM estate applications (e.g., BRMS, replication tools) and ensure compliance with DR policies.
# Change Management: Ensure all Change Requests (CRs) and project deliverables are met within agreed timelines.
# Drive process enhancements, automate manual tasks, and mentor L2 and L3 administrators.
# Operations Support: Ensure smooth functioning of key processes like tax year-end, financial year-end, and month-end activities, particularly in mortgage systems.


Industry Knowledge: Familiarity with UK mortgage or savings products is beneficial.
# Troubleshooting: Strong troubleshooting skills, particularly for root cause analysis, are essential.
# Service Desk Tools: Experience working with service desk tools is essential.
# Software Proficiency: Intermediate knowledge of Excel, PowerPoint, and Word is beneficial.
# Understanding of infrastructure, desktop, and web applications is beneficial.
# Certifications: iSeries/IBM qualifications, ITIL® Foundation Certification, and technical IT training are beneficial.