Senior Support Engineer

3 weeks ago

Nashik, India HCLSoftware Full time

Senior L2 Support Engineer - IBM Z Workload Automation (zWA) - Job Description Responsibilities: - Provide L2 technical support for the IBM Workload Automation (zWA) product, troubleshooting and resolving complex issues in a timely manner. - Diagnose and resolve incidents related to IBM Workload Automation environments. - Collaborate with L1 support, development teams, and customers to resolve technical issues and improve processes. - Develop and maintain documentation for troubleshooting and support procedures. - Participate in on-call rotation for after-hours support. - Escalate unresolved issues to L3 support or development teams as necessary. - Monitor system performance and proactively identify potential issues. - Provide training and knowledge transfer to L1 support and other team members. - Implement fixes and workarounds for known issues. - Contribute to root cause analysis and preventative measures. Qualifications: - Master's/Bachelor's degree in Computer Science, Information Technology, Engineering or a related field. - 5+ years of experience in technical support, with a focus on enterprise-level applications. - 3+ years of experience supporting IBM Z Workload Automation - Strong knowledge of IBM Z Workload Automation architecture, components, and configurations. - Administration/scheduling experience of batch across multiple platforms - Excellent troubleshooting and problem-solving skills. Troubleshoot Issues on Job failures. - SME level skills on IWS/TWS - Admin, Configuration, Installation, Troubleshooting. - Strong communication and interpersonal skills. - Ability to work independently and as part of a team in a fast-paced environment. - Customer-focused with a strong commitment to delivering high-quality support. - Ability to manage multiple priorities and projects simultaneously. - Ability to work independently and as part of a team. - Ability to collaborate with geographically distributed cross-functional teams - Good experience in managing client escalations - Ability to present at conferences / engaging face-to-face with customers - Experience of working with customers and supporting internal or external clients spread across multiple geographies. Technical Skills: - IBM Workload Automation (TWS, IWS, Dynamic Workload Console) - Proven experience with IBM Z Workload Automation (formerly Tivoli Workload Scheduler for z/OS) is mandatory. - Extensive experience with IBM z/OS operating system, JCL, TSO/ISPF, SDSF, SMPE, FTP and other mainframe utilities. - Strong understanding of mainframe networking protocols (TCP/IP, SNA). - Familiarity with DB2, VSAM, and other data access methods on z/OS. - Experience with scripting languages (REXX, CLIST) is a plus. - Networking Protocols: TCP/IP, HTTP, SSL - Systems programming(z/OS) knowledge/experience - Background in programming is a plus

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