Technical Support Manager
Role details
Job location
Tech stack
Job description
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To be the primary liaison contact for nominated major customers - having full intimacy of their technical environment; to include systems and network, in order to resolve all issues to a satisfactory conclusion.
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Develop and maintain key relationships with relevant customer stakeholders
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Provide an escalation function to the company's Service Operation Centre (SOC).
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Taking full incident ownership throughout the case lifecycle and to be the main point of contact for all owned incidents
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Regularly updating and maintaining own technical knowledge/levels of expertise
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Ensuring customer SLA compliance at all times, involving the Technical Support Manager should any potential SLA compromise be anticipated
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Attend in house and customer meetings as and when required
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Replicate customer faults in the Companies lab where necessary
Requirements
As a key member of the Advanced Technical Support team, the main purpose of the ATS Engineer will be to proactively engage with nominated key customer accounts, providing fault diagnosis and troubleshooting with escalation to vendors as required and focussing on customer relationship building. The successful candidate will have excellent technical skills, a sound understanding of Managed Service environments, and ITIL disciplines such as Incident, Problem and Change Management.
Qualifications:
IBM iSeries, IBM pSeries/AIX
Experience:
Do you have a minimum of 2 years' experience in a 2nd/3rd line IBM Service/Operational Support role.
Skills & Abilities:
Competent in the IBM i Operating System and IBM licenced programs, including:
Backup and recovery processes and familiarity with BRMS licenced program.
OS install and PTF processing.
Performance.
IBM i work environment (job processing etc).
HMC and LPARs.
Setting up/amending procedures/processes to enable Capacity Planning and Performance Monitoring. Aiding in delivery of the Capacity/Performance reports,
Advise/Implement on Change Requests and resolve Problem/Incident issues.
Advantageous would be:
Good knowledge of Halcyon monitoring software.
Benefits & conditions
£35,000 to £40,000
