Server Support Specialist (AIX/UNIX)

Noord-Holland  ‐ Onsite
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Keywords

Description

Position Summary
Responsible for applying expert analysis to provide support for problem and change tickets for client support operations. Incumbent assesses situation to determine problem facing the client. Problems are not routine or standardized and the creation of documentation explaining the solution to the problem is required. Responsible for implementing changes to the client's environment. Incumbents are also responsible for mentoring and training other members in the primary pool.

Education, Experience, Skills and Requirements:

Schooling HBO or international equivalent.

Additional Certification
IT related certification or 5 years equivalent work experience.
ITIL Foundation ver 3, LEAN methodology.

Screening
PES & VOG screening completed.

Knowledge
Good working knowledge of IT standards and technologies: hardware, server, network, operating system, software, application, database or other technologies.

Experience
7+ years experience in IT with min 3 years in a similar role providing customer support in a multi customer environment. Experience in supporting, installing, troubleshooting, operating, testing, planning and configuring relevant technologies.

Preferred
Experience providing support within an international environment.

Primary Job Responsibilities:
Perform Level III work as assigned by dispatch for complex incidents and changes.
Support Rhythm(Junior) & Blues(Medior) team members where they are unable to resolve any incident or change
Ensure knowledge and the associated documentation is transferred to other team members to enable them to perform service delivery
Be aware of, and adhere to, work instructions required to perform service delivery
Have knowledge of, and adhere to, the customer SLA s
Provide resolution on incidents, changes and service requests assigned to you
Recognise and inform the Service Line team members on operational improvements and efficiency
Work in line with IBMs service delivery processes
Perform self development to improve knowledge in your area of technical responsibility
Assist with SSO Delivery Compliance activities as required
Follow defect prevention measures
Be able to distinguish between steady state and supplemental work
Understand the tasks which are defined within the GDF Rhythm Pool and Delivery Centre CTAM
Perform timeous escalation to the Customer Lead Engineer when there is a technical issue requiring specific customer knowledge or action
Perform timeous escalation to the QA when there is any issue relating to DPP, quality or process improvement which you are unable to resolve and/or when you see opportunity for efficiency improvement
Perform timeous escalation to the Team lead/Manager when there is any personal or other issue which prevents you from meeting the responsibilities, SLAs and resolution timelines of work assigned to you
Participate in GDF daily meetings, team meetings etc
Continues to automate and document.
Display technical knowledge and understanding (High Availability, Virtualization, NIM, VIO, AIX 5.3 & higher, virtualization, Tivoli tooling, P&C, VIO, HMC, Apar process, TSM, Userid mgmt, Server install, building images, high level and detailed designs, Scripting Shell/Perl, Backup policies, performance mgmt and analyses, AIX implementations. Hardware knowledge pSeries, SAN, power 5, 6 & 7.
Able to work independently, able to perform work without assistance
Interact with other team members and other teams eg Lead Engineer to ensure resolution, quality and efficiency
Work to standardize repeatable tasks and steps. This may require creating documentation or scripts that can be used to solve the same problem in the future. providing coaching and mentoring to the junior team members (Rhythm)
Responsible for accuracy of IBM tooling & systems eg. SESDR, SA&D, Bocada
Provide input for innovation/technical improvements (efficiency) to the Service Line team members
Discuss architecture & solution direction with the LSE
Create cost cases for new business, formalize though approval Team Leader and Manager
Ensure completion of activities to transfer work from RfS to BAU (budget, documentation, tooling and processes)

Amsterdam, 3 months+, 01/09/12

Start date
ASAP
Duration
3 months +
(extension possible)
From
Templeton and Partners
Published at
15.08.2012
Project ID:
406767
Contract type
Freelance
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