The purpose of this job is to provide all aspects of IBM MQ administration and Production support to Application teams
This position will also handle escalated incidents and perform root cause analysis of any problems that may arise out of Incident Report (IR) and/or proactive needs for business.
Responsibilities:
- The main responsibilities include configuration, implementation and support of IBM MQ.
- Understand business requirements and design solutions accordingly.
- Ensure quality standards in release.
- Take care of incidents, escalate to Client or third parties as necessary.
- Perform root cause analysis for Priority (P1/P2/P3/P4) incidents and/or proactively based on business needs.
- Work with the right teams within Genpact, Client or third parties for the implementation of change.
- Follow the required policies and procedures for the incident, problem and change management.
- Ensure service performance expectations are met with service levels and quality.
- Raise/escalate any service-related issues and risks to Genpact Track lead and/or client.
- Knowledgeable about MQ Architecture.
- Familiarity with Windows, Linux Operating system.
- Hands-on experience with MQ installation, configuration and Disaster Recovery (DR) procedures.
- Has worked on multiple MQ Fixpacks/Patching.
- Has worked on a MQ Migration.
- Thoroughly understand the following MQ topics,
- MQ Installation and Configuration.
- MQ Point to Point Setup.
- MQ Server and Client Architecture.
- MQ Secured Socket Layer (SSL) Certificate implementation.
- Hands on experience on MQ migration and Upgrade.
- Knowledge of Replicated Data Queue Manager (RDQM) MQ High availability.
- Raising a Case/Problem Management Report (PMR) with IBM.
- Has worked with MQ support on Level 3 issues.
- Must have good trouble shooting and analytical skills.
- Excellent communication skills (verbal and written).
- High energy results drive person with strong interpersonal skills.
- Able to work under minimal supervision.
Qualifications
- Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.
Or
- A degree in Computer Science, IT, Systems Engineering or a related qualification.
Preferred Qualification:
- Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem & Change (IPC) Management.
- Knowledge about other products like IBM Sterling ConnectDirect, BMC Control-M(CM) and/or Cross File Transfer (CFT) is preferred.
- Basic understanding of IT infrastructure and troubleshooting.
- Technical and system expertise in relevant IT workstreams.
- Strong analytical and problem-solving skills.
- Ability to work autonomously.
- Expert-level troubleshooting, including L3 Support that involves tackling the most challenging technical issues, which involve in-depth knowledge of system architecture, network configurations, and advanced troubleshooting.
- Ability to act as a vendor or developer liaison, including L3 Support that involves interacting with product developers or vendors to address issues beyond the organization's scope.
- Collaboration with lower support tiers, including L1 and L2 Support, and providing guidance and expertise to facilitate issue resolution.
- Strong problem-resolving abilities, communication skills (written and verbal), time administration and management, and team partnership and collaboration.
- Continuously improves support processes, documentation, and training materials to enhance support capabilities.
- Strong involvement in design, architecture implementation and postmortems.
- Strong communication skills (written and verbal).
- Provides advice in pre-project discussion, including suggesting strategies to improve the setup in terms of technology and process.
