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IBM PIM Support engineer

Information Technology | Charlette, NC | Full Time

Job Description

Job Title

IBM PIM Support engineer

Roles & Responsibilities

The main role and responsibility is to recover business disruptions which are reported by clients in the form of ITSM incident records (caused by various applications/infrastructure issues) within a fixed service level depending on the severity of the issue. It also involves finding ways to reduce the number of calls for assistance by providing training, writing operating manuals, or by fixing code/configuration issues and generally ensuring that common issues are resolved as quickly and efficiently as possible

 

The responsibilities in detail include

 

Incident Management

Weekday support for handling production break fixes and recover issues within a defined Service level

Weekend support for critical L2 tickets

Coordinate and Communicate between and among Client  and/or Third party contractor teams to resolve tickets and restore services

 

Problem/Change Planning & Management

Analyze and review the incident inflow and plan for code fixes/permanent fixes for issues that are reoccurring by creating problems

Work with the clients to determine change implementation windows and coordinate with business/technical team to successfully plan & implement the change

 

Platform Management (Transition, Keep the lights on, Reporting& Metrics)

Managing the transition of new applications  into the team by coordinating with the development team – attend Reviews/Meetings, ensuring the new application fits the health required for support take over

Weekly/regular trend analysis to ensure that the application/platform is healthy and take actions as needed

Support during DR activities (Test Documentation and Smoke Testing)Provide testing / verification support during OS upgrades, patch installation on any third party software

Shift left to help desk / Documentation of knowledge articles/ root cause analysis of critical issues

 

Offshore Coordination:

Work with the offshore teams to ensure that the incidents created within the Manhattan app suite are recovered within SLA and all the Incident management processes are followed flawlessly

 

Relevant Experience (Yrs)          6 – 8  yrs

Technical/Functional Skills

IBM PIM - Master data management system for Item and Supplier Data

 

Excellent troubleshooting skills, problem solving and analytical skills in all the technologies listed above

Previous Customer Support role, or Customer facing experience

Ability to manage escalated technical situations & develop action plans

Knowledge of the concepts of Master data management, inventory, and had worked with external vendors.

Ability to demonstrate strong leadership and to manage and resolve conflicts.

Strong organizational skills, communication skills, ability to understand and explain/write issues to customers/colleagues and users from both a technical and a business functional point of view.

Excellent troubleshooting skills, problem solving and analytical skills

Self-motivated - ability to work productively and stay on task with minimal supervision

Business Knowledge: Retail merchandising experience is a must.

Should have ITIL framework knowledge