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