Senior Support Engineer

4 weeks ago

Pune, 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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