The Company
A leading IBM Maximo Enterprise Asset Management partner for asset intensive organizations worldwide. As one of the few Maximo partners providing Enterprise Asset Management (EAM) and Asset Performance Management (APM) expertise across North America, Europe and Asia Pacific, it combines a local presence with global expertise to deliver tailored asset management solutions and trusted partnerships.
The Position
Maximo Operations Technicians are client facing professionals responsible for the provision of excellent customer service and reliable Root Cause Analysis techniques to identify the causes of incidents and problems regarding system configurations, customised applications, reports, data and hardware. Whilst this is a remote role, there may be an occasional requirement to visit a client site or Company location.
Specific Responsibilities:
• To respond to Clients’ requests for support in a timely and professional manner adhering to client SLAs.
• To ensure that all work completed as part of a response to a request for support is recorded accurately in tickets and in timesheet entries.
• To employ effective Root Cause Analysis techniques when troubleshooting incidents, bugs or problems reported by clients.
• To ensure that requests for support are responded to in accordance with client SLAs and clients are kept up to date with the progress of their request
• To escalate requests for support to Senior Technician colleagues as and when necessary.
• To ensure that solutions are thoroughly tested and documented prior to being released to client environments
• Manage client environments ensuring they are kept up to date following releases
• Manage the change and release process, produce associated documentation and lead/participate in deployment outages
• To liaise effectively with Support and Delivery team colleagues.
• Analysis and tuning of Maximo SQL queries to ensure client systems run smoothly
• To participate in Out of Hours on-call support rota.
The Candidate
The ideal candidate will be an analytical problem solver, with experience in IT Support and able to demonstrate a minimum of 2 years’ experience in a similar role, combined with a minimum 2:1 grade in a Computer Science/Software Development (or equivalent) degree.
Along with experience of establishing customer focused relationships, you should have competent SQL skills and Technical / Functional knowledge of Maximo MAS and / or earlier versions. You will be IT literate with an underlying knowledge of multiple operating systems and VMWare etc.
Ideally you will have some experience of:
• Development Lifecycles (e.g. V-Lifecycle, ITIL3 etc).
• Experience with BIRT reporting tool
• Application server experience (WebSphere/Weblogic)
• Enterprise database systems such as MSSQL, Oracle and DB2.
NB. Please note that this is a UK based role and sponsorship is NOT available