Technical Support Administrator

7 days ago

Chatham, Kent, United Kingdom TDA Full time

New Role

The iSeries Support Administrator will be supporting critical live services and will be expected to get incidents resolved in a timely manner. Tickets will originate from the Service Desk for the key Custom business systems across the IBM estate.

The key purpose of this role is to "Keep the lights on" by ensuring the business has stable systems from a day-to-day operational perspective.

Acts as a gatekeeper for the production environment ensuring all changes have a positive impact.

Furthermore the role must ensure a smooth and simple process when dealing with live system issues, maintaining visibility, tracking live issues and working closely with key internal stakeholders. The iSeries Support Analyst must also ensure that the team adhere to all agreed service level agreements and highlighting capacity and service issues early.

Responsibilities

Incident Management:

  • All support requests raised to the support team will be managed within agreed service levels.
  • Monitoring of the tickets and environment ensuring we stay on top of issues and lead incident calls

Information Management:

  • Building a team Knowledge base that is easy to understand and usable by junior members of staff.
  • Application deployment and code promotions.
  • Receiving post implementation sign off from the business that delivery into production has been successful
  • Monitoring the application on the IBM estate, BRMS, Replication,
  • DR Test Verification of systems as per the yearly DR policy.
  • Liaise with auditors for documentation and information requests
  • All Change Requests (CRs) and Project deliverables are expected to be delivered in agreed timelines.
  • Daily System Health check & monitoring
  • Maintaining and refining Halcyon message alerting tool
  • Maintaining and refining Advanced job scheduler tool
  • Maintaining LogAgent security tool
  • User profile / Menu maintenance
  • Replication maintenance
  • Maintain tape library schedules and ensure tapes are in correct slots via BRMS,
  • Backup maintenance including the encryption system maintenance
  • Mentor and coach L3 Administrators in order to enhance knowledge
  • Work on process improvements and automation of manual tasks
  • Assist with more technical support issues and escalation from L2 team members
  • Ensuring the smooth running of the mortgages across each environments managing the standing order and direct debits & monitoring the daily jobs in each environment.
  • Running the regular processes to update the system in line with the standard processes, i.e. Tax year end, Inland Revenue returns, financial year end, monthly interest, month end etc.
  • Engaging with business and 3rd party suppliers to progress resolution of issues
  • Knowledge sharing with other support staff to build good knowledge base and ensuring we always look to add value.
  • Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Release Management:

  • Releasing application changes through the relevant environments with the necessary planning and due diligence having been completed to ensure production stability.

Problem Management:

  • Ensuring that recurring issues are addressed by the right processes, run books are created and working towards a permanent fix, bringing in other teams/suppliers as required.
  • Managing and owning team's deliverables in terms of quality, schedule by using right practices and adhering to company's process and policies.
  • Receiving post implementation sign off from the business that delivery into production has been successful
  • Ensure that you fully understand and comply with the organisation's Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
  • Ensure that you fully understand and comply with the organisation's Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed..

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