IBM PIM Support engineer
Information Technology | Charlette, NC | Full Time
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
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
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
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