Yan IT Solutions - Senior Support Engineer - Maximo/Ticketing System (3-5 yrs)

Roles and Responsibilities :

1. L1 and L2 Support (Incident Management & Service Requests) :

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

- Provide triaging support on the EAM (Enterprise Asset Management) platform to respective teams for incidents/service requests.

- Fulfill routine requests such as user creation, password resets, and master data updates.

- Manage the complete ticket lifecycle, including documentation of responses and resolution details.

- Conduct Root Cause Analysis (RCA) for critical incidents (P0, P1, P2).

2. L3 Support (Problem Management, RCA, Bug Fixes) :

- Address complex application functionality issues requiring code fixes or advanced configuration.

- Perform root cause analysis and propose necessary solutions.

- Implement source code changes to resolve issues and execute recovery actions.

- Coordinate incident resolution and engage with the IBM product team when necessary.

- Manage problem resolution and maintain knowledge repositories.

3. Application Monitoring :

- Ensure 99.5% application availability by performing regular monitoring and health checks for production

and non-production environments.

- Conduct daily/weekly/monthly application functionality monitoring.

- Identify risks or improvement opportunities, address tickets in the backlog, and suggest enhancements.

- Use the OCP monitoring tool for system health and performance tracking.

4. Patches and Upgrades :

- Apply patch updates for Maximo applications, ensuring compliance with security standards.

- Collaborate with stakeholders to secure approvals for patch implementations.

- Handle major upgrades as part of the Change Request process.

Required Tool Expertise : IBM Maximo versions 8.11/9

Ideal Candidate Profile :

- Proficiency in IBM Maximo EAM functionality and technical configurations.

- Strong analytical skills for incident triaging and root cause analysis.

- Expertise in managing application health monitoring and implementing bug fixes.

- Ability to collaborate with internal teams and external stakeholders like the IBM product team.

- Familiarity with patch and security compliance processes.