Job Description Summary Responsible for support, incident, problem, change, configuration, performance, and capacity management of devices and resources monitored by Logicalis Managed Services. Provides Tier III engineering and support for IBM AIX Server, IBM Power Server hardware, PowerVM, Virtual I/O Server, IBM i and PowerHA.Provides Tier III engineering and support for IBM AIX Server, IBM Power Server hardware, PowerVM, Virtual I/O Server, IBMi and PowerHA. Essential Duties and Responsibilities * Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem, and change management processes in place for each client when working to resolve client requests or outages * Responsible for working the following in DSP: * Request Items * Problems * Changes * Projects * Tasks * Recommendations * Acts as escalation point for Tier 2 Administrators. Directs team members in incident, problem and change request resolution and performs guidance on projects * Works with customers and peers in a professional manner for efficient resolution of all issues * Works with Managed Services architects to develop new service offerings * Provides training and guidance to Tier 2 Administrators on new technologies and processes * Writes KB articles as needed to document technical processes and procedures * Provides periodic environment review and suggests enhancements of services or resiliency of environments * Proactively identifies and reports on gaps in customer environments versus defined service definitions and work with Service Delivery Managers (SDMs) to identify opportunities and propose enhancements to client environments * Supports escalated issues; coordinates communications between operations staff; supports operations staff to resolve complex issues * Coordinates service outages with Service Delivery Managers as required * Identifies processes for automation and works to implement automation of repeatable and predictable tasks * Participates in on-call rotation for specified technology group * Responsible for tracking all time worked in designated systems * Continuously strive to improve skills and stay up to date on new technologies * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Education: * Associate degree in a related field. Experience / Technical Requirements * 5 years of experience in the following: * IBM AIX * IBM iSeries * HMC * VIO Server * LPAR * PowerHA * Unix/Linux administration * 5 years of experience with IBM Power Systems servers, IBM AIX & IBM i Operating Systems, Virtual I/O Servers and External Storage; including implementation, validation, migrations, and support. Proficient in the following: * IBM Power Systems Servers including experience with the configuration, and installation of server, storage, network, and fiber connectivity. * IBM AIX Operating System experience including configuration, upgrades, server administration and operations. * IBM i Operating System experience including configuration, server administration, operations and support, current V7R5 back to V7R2. * IBM i Operating System, PTF, CUME upgrade experience. * Virtual I/O Server (VIOS) configuration, installation, and support. * IBM Storwize FS7200 support, including IBM Full System Flashcopy (FSFC) Copy Services experience for IBM i external storage. * BRMS administration and operations including experience with Skip the Release Migration for operating system upgrades and server migrations. * IBM Live Partition Mobility configuration and support. * PowerHA High Availability and Logical replication solution experience - Quick-EDD preferred. * Experience with best practices for IBM Power Systems, IBM Virtual I/O, AIX, IBM i Operating System, BRMS Backup and Retention strategies for data protection, Health checks, Upgrade and Migration strategies. * Experience supporting Virtual Tape Library - Dell EMC Data Domain desired. * IBM i Monitoring - HelpSystems, LogicMonitor and others. Certifications * IBM Certifications surrounding AIX Administration, IBM i Administration, Virtual I/O Administration highly desired Other Skills and Abilities * Excellent customer service skills. * Outstanding oral, written, technical, and business communication skills. * Self-starter with excellent organizational, administrative, and interpersonal skills. * Earns client, partner, and employee trust and respect through demonstrating commitment to exceed expectations. * Strong analytical and problem-solving skills. * Works effectively under pressure and stressful situations. * Available for on-call duties that include 24x7 responses on a rotating basis within the team. * Ability to follow through with tasks, projects, and troubleshooting with minimal supervision. * Ability to work with other tiers, teams and vendors on innovative solutions and troubleshoot issues. * Demonstrated ability to work in high volume, fast paced environment with many deadlines and competing priorities. * Contributes to and maintains an innovation and improvement register to targeting quality, cost, performance, and reducing risk. * Familiarity with company policies and procedures and review whenever clarification is required prior to addressing an issue in question with others. * Local travel and overnight travel between Logicalis offices may be necessary (typically less than 5%). Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Compensation Range: $77,500 to $100,800
