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Senior Support Engineer

Senior Support Engineer

HCLSoftwarePune, Maharashtra, India
5 days ago
Job description

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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    Senior Support Engineer • Pune, Maharashtra, India