AIX Tier 1 or 2 Application Support Engineer

The Tier 1/2 Application Support Engineer bridges AIX infrastructure operations and the critical business applications running on the platform. This role owns the change management process for AIX-hosted workloads, coordinates maintenance windows across application and infrastructure teams, and serves as the senior technical liaison for Tier 1 application incidents. The engineer ensures that all infrastructure activities are executed with full awareness of application impact and in compliance with change control requirements., Change Control and Maintenance Coordination (35%) Own the end-to-end AIX change management process in ServiceNow - authoring RFCs, coordinating CAB submissions, obtaining application team approvals, and scheduling maintenance windows. Ensure all infrastructure changes impacting Tier 1 applications follow approved change procedures and are communicated to application owners in advance.

Tier 1/2 Incident Escalation and Resolution (30%) Serve as the Level 3 escalation point for AIX-related incidents affecting critical application workloads. Coordinate remotely across AIX operations, HMC/frame, storage, network, and application teams to drive rapid resolution. Perform root cause analysis and implement preventive actions. Maintain incident documentation and post-incident review records in ServiceNow.

Disaster Recovery and Business Continuity (20%) Maintain and test DR runbooks for AIX-hosted Tier 1 applications. Coordinate DR exercises with application owners and infrastructure teams remotely. Validate recovery time and recovery point objectives. Document gaps and drive remediation with the team lead and architect.

Observability and Reporting (15%) Develop and maintain dashboards in collaboration with the monitoring team to provide application-centric views of AIX infrastructure health. Produce change execution summaries, incident trend reports, and SLA compliance metrics for leadership. Contribute to the automation platform by integrating ServiceNow workflows with Ansible and MCP server execution.

RequiredPreferred / Nice to Have5+ years in AIX infrastructure operations with application support responsibilityITIL Foundations certification (required); ITIL Practitioner preferredStrong understanding of change management frameworks (ITIL) and CAB processesServiceNow Certified System Administrator (CSA)ServiceNow proficiency: change, incident, problem management, and CMDBExperience integrating ServiceNow with automation tooling (Ansible, webhooks)Experience coordinating maintenance windows for Tier 1 application workloadsFamiliarity with application performance monitoring toolsProven incident management and escalation coordination in high-availability environmentsDR planning and testing experience across IBM Power Systems workloadsAbility to perform root cause analysis and produce executive-level incident summariesFamiliarity with AIX high-availability solutions (PowerHA / HACMP)Strong written and verbal communication skills for cross-team and leadership engagementIBM Certified Systems Expert - AIXAvailable for on-call escalation coverage for critical Tier 1 incidentsExperience in regulated environments (SOX, HIPAA, PCI-DSS), Bachelor’s degree in Information Technology, Computer Science, or a related technical discipline preferred. Equivalent experience accepted in lieu of degree.

Pulled from the full job description

• Flexible schedule