Senior Support Engineer

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