Role Profile
Job title:
iSeries Specialist
Department:
IT
Reporting to:
Technical Support Manager
Date reviewed:
August 2012
Departmental
goals:
Provide 3rd line support for the iSeries platform. Support to entail fault diagnosis,
remediation, structural improvement for the platform and the integration thereof
within the Admiral Group infrastructure.
Purpose and scope
of role:
Role holders will support technical staff in the general identification and resolution
of faults, incidents and problems. They will be expected to monitor identify and
report problems/variances within given guidelines, and contribute to the delivery
of new technology/services and infrastructure. They will make recommendations
to change/adapt processes in order to facilitate their work and the work of others.
Specific to the role:
Process
 Fault diagnosis, correction and escalation process for the Admiral iSeries
estate.
 Proactively manage and address risks and issues in either the existing
environment or as part of the service transition process.
Communication and Knowledge-sharing
 Provide technical consultancy, where appropriate.
 Knowledge transfer and technical mentoring for technical teams.
 Produce (or contribute to) documentation of a high-quality and sufficient detail
for existing or new services.
 Provide briefings for the Technical Support Manager, and communicate
effectively and appropriately at all levels.
Delivery and Relationship Management
 A delivery-focussed approach with accurate estimation of time and effort for
all undertaken work.
 Maintain a good relationship with customers and technical partners, ensuring
good expectation management.
Key Areas of Focus
JOB DESCRIPTION
ACTIVITIES
Change Requests
Ensure all change requests are completed successfully and within the required
SLA.
Helpdesk
Complete 95% of Helpdesks within the required SLA and work with customers
to ensure incidents are closed to their satisfaction.
Change Management
Ensure all changes are correctly planned, documented, and implemented
according to plan.
Technical Support
Monitor the technical infrastructure, identifying faults, incidents and problems,
carrying out reactive support and allocating or escalating as necessary.
Monitor and record rectification of faults, incidents, problems. Provide 3rd line
technical support and assistance to all other IT teams, provide training when
and where required.
Provide 3rd line technical support and assistance to other team members and
provide training when and where required.
To analyse trends in helpdesks, and hence proactively seeking an end
solution.
Make recommendations for improving system availability.
Provide support for all iSeries-based services.
Documentation
Systems management
Ensure technical documentation is at all times accurate and current. Develop
and adapt processes/procedures/write basic data, to streamline work routines
and continuously improve processes.
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Use all tools available to ensure stability and peak performance
Support and maintain the LPAR environment
iSeries Upgrade planning and documentation including PTF
Management
Capacity Planning
TCP/IP Communications and associated TCP/IP application support.
Object Mirroring Maintenance and upgrades
Service Delivery
In association with seniors develop relationships with vendors, and assist in
the development of Service Delivery Reviews.
House Keeping
Assist and make sure that House Keeping is being adhered to at all times, and
make suggestions for improvements.
Person Profile
Job Title:
iSeries Specialist
Department:
IT
Reporting to:
Technical Support Manager
Date Reviewed:
August 2012
Qualifications:
Demonstrable experience in an iSeries role, and accredited IBM training
Skills &
Experience:
Essential to the role
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Behaviours,
Competencies
required:
Demonstrable experience of working in a complex enterprise-level iSeries
environment.
Proven experience of analysing and breaking down problems and information
using structured frameworks and methodologies.
Ability to self-start and motivate others to achieve goals.
A natural capability to work with low levels or no supervision.
Exhibit leadership, professionalism and diplomacy at all times.
In-depth knowledge of at least 3 of the following areas:
o TCP/IP stack integration with the iSeries.
o Performance enhancement and monitoring.
o DB2/400 administration and SQL troubleshooting.
o HA strategies for iSeries.
Teamwork and Co-ordination the willingness to put the goal of the team
before personal goals and the ability to build effective, co-operative relationships
with others.
Adaptability the willingness to accept changes and the ability to maintain
effectiveness in a changing environment.
Information Seeking the ability to obtain and use all relevant information from
a variety of sources.
Concern for Accuracy the desire to ensure accuracy and quality in work
delivered.
Analytical Thinking the ability to tackle issues and problems in a logical, stepby-step way.
Self Development the desire to develop your own skills, knowledge and
behaviours through on-the-job experiences.
Other
requirements:
The position is full-time and based in Cardiff. Out-of-hours work and travel to other
sites may be required.