Tivoli Support Engineer - Ad Hoc Support

Whitehall Resources Ltd • APPLICATION • Remote (England, Not Specified, United Kingdom) • 1d ago

Tivoli Support Engineer - Ad Hoc Support

Whitehall Resources are looking for a Tivoli Support Engineer - Ad Hoc Support. This role is fully remote working, on an Ad-Hoc basis.

*Outside IR35*

We are seeking Technical Support Engineers with deep experience across IBM's database, data management, data warehouse, Middleware, integration, system management, and development products to join our contingent workforce. Our on-demand engineers are called upon during high caseload periods and/or when their specialised skills are required to service client support requests.
The role is to provide exceptional remote-based support for mission-critical systems utilising IBM's enterprise technology solutions, as part of our global customer support team.
The position has the responsibility for researching, troubleshooting issues, support of architectural & performance related improvements, and fault corrections, across varied environments from on-premise to cloud.
The role requires the expertise and skills to debug, correctly diagnose, and resolve serious issues for complex, integrated platforms in a timely manner. Many of these environments will be configured for high availability, or high-volume mission critical applications.

Essential Duties & Responsibilities:
Solve complex customer issues using methodical troubleshooting based on expert knowledge in one or more of:

IBM DB2 and Informix
IBM or Tivoli Workload Scheduler
Need to have experience in configuring jobs in TADDM
Experienced in maintaining bulk load running and tuning
Have Scripting experience in ksh or bash or python or Perl

Work closely with customers to understand their needs, support business change and deliver a consistently high-quality customer experience
Provide remote-based production operational support & guidance for multiple clients that are using (any of) the above products
Support client configuration, sharing implementation and best practice advice
Be able to support High Profile accounts as a single point of client contact and advisor as may be required
Be a pro-active contributor to a 24x7x365 running support organization, and where required work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
Collaborate with team members in a virtual team environment to extend field experience to different client situations
Be a single point for timely and effective progress of all related cases/additional requests of key assigned clients
Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Be able to work effectively under remote supervision

Education:
Bachelor Degree in Computer Science or related field or equivalent experience

Experience:
10+ years relevant experience in administration, architecture, installation, migration and upgrade, configuration, performance tuning, health checks, clustering/high-availability deployment, security, storage, monitoring, and general troubleshooting in one or more of the IBM enterprise products listed above.
Advanced knowledge in Unix/Linux and/or Windows system administration.
Advanced knowledge in networking, security, virtualisation/cloud, and storage administration.
Advanced proficiency in Scripting and automation, including Unix, SQL, Shell, batch, Python/Perl/etc.

Skills:
Superb trouble-shooting skills and tenacity in problem solving
Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
Deep knowledge of product customization/extension methodologies
Deep knowledge of product integration
Excellent interpersonal, presentation and communication skills - verbal & written
Attention to detail and the ability to learn quickly
Extreme focus on Client satisfaction
Ability to work calmly and professionally in high pressure situations
The ability to work remotely from a home-based office in a virtual environment

Desired Qualifications:
Fluency in a second language (preferably Japanese, Korean, Chinese, French, German, Arabic or Spanish), while not mandatory, would be useful
A consulting background, while not mandatory, would be useful

TECHNICAL SKILLS
Must Have:
Data Architecture
Cloud Architecture
Software Administration
Software Configuration
Software Installation
Software Upgrade/Migration
Linux/Unix
Microsoft Windows
Patch Management
Performance Tuning
Root Cause Analysis
Security
Networking

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.

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