Yan IT Solutions - Functional/Technical Support Lead - IBM Maximo (2-7 yrs)

About the Role :

We are seeking a dynamic and skilled Support Lead to oversee the Application Management Services (AMS) for IBM Maximo (version 8.11). This role involves managing functional and technical support, ensuring application health, and implementing upgrades while collaborating with stakeholders to maintain system performance and compliance.

Roles and Responsibilities :

- Investigate and resolve L1 and L2 issues within SLA without software updates or code changes.

- Provide triaging support for incidents and service requests on the EAM platform.

- Manage user creation, password resets, and master data updates.

- Oversee the complete ticket lifecycle and conduct root cause analysis for high-priority incidents (P0, P1, and P2).

- Document responses, resolutions, and preventive measures for incidents.

- Identify and resolve application functionality issues requiring code or configuration changes.

- Conduct root cause analysis of incidents and propose/implement fixes, including source code changes.

- Coordinate incident resolution with internal teams and the IBM product team.

- Manage problem resolution and knowledge-sharing initiatives.

- Ensure 99.5% application availability through proactive monitoring of production and non-production environments.

- Perform daily, weekly, and monthly health checks for application functionalities.

- Identify risks or opportunities for improvement and address them by managing backlog tickets.

- Utilize tools like OCP for application monitoring and reporting.

- Plan and implement patch updates for IBM Maximo for security compliance and functionality enhancements.

- Coordinate major upgrades as part of the Change Request process with stakeholder agreement.

Key Result Areas (KRA) :

- Timely resolution of incidents and service requests adhering to SLA.

- Minimal downtime with robust application health checks ensuring 99.5% availability.

- Efficient handling of patches and upgrades with zero disruptions to business operations.

- Enhanced application performance through continuous monitoring and proactive issue resolution.

- Comprehensive root cause analysis with effective resolution plans for recurring issues.

- Maintenance of updated documentation for all incident, problem, and change management activities.

Skills and Qualifications :

- Hands-on experience with IBM Maximo version 8.11, including functional and technical support.

- Proficiency in application monitoring tools like OCP.

- Strong understanding of EAM (Enterprise Asset Management) platforms.

- Knowledge of incident, problem, and change management processes.

- Familiarity with patch management and upgrades for enterprise systems.

- Expertise in master data updates and user administration.

- Experience in application performance monitoring and availability management.

- Strong analytical and problem-solving abilities.

- Effective communication and coordination with cross-functional teams and stakeholders.

- Leadership skills to manage a support team and coordinate with IBM product teams.

- Proven track record of managing AMS for IBM Maximo or similar enterprise applications.

- 5+ years of experience in functional and technical support roles.