Middleware Support Analyst

Middleware Support Analyst
UK

This is Worldline

We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world in every part of commerce.

And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shape the evolution.

The Business Area is Rail Operations (within Worldline) and the support activities of the team are split between application support and Web Sphere Middleware support. The technology for which the team provides support is split between IBM Web Sphere, specifically Web Sphere Application Server, IBM MQ Web Sphere MQ Internet Pass‑Thru, ACE (IBM App Connect Enterprise) previously known as IBM Integration Bus, Liberty and associated monitoring technologies of Dynatrace and IBM Tivoli ITCAM and on the application side between Visual Basic 6, Visual Basic and C and Java.

This role will be primarily focussed on the Web Sphere Middleware support skillset although experience with some of the other technologies would be advantageous.

The candidate will be joining an established team of Application support and Web Sphere support specialists which was set up to provide a Centre of Excellence for Web Sphere support in 2012.

The Web Sphere support service provides support of Worldline applications which are hosted within Web Sphere Application Server and utilise Web Sphere MQ to serve multiple Rail Industry customers and also the support of both ACE configuration and Message Flows and IBM MQ for a single Rail industry customer. Web Sphere middleware is hosted on both Windows and Linux based platforms and also in the case of MQ includes MQ Appliances.

The primary focus of the role is administration although it also involves some development and maintenance of ACE Message Flows.

The primary customer for Web Sphere MQ Internet Pass‑Thru uses the product to securely exchange MQ data with their external partners via the Internet.

Purpose of the role

Primarily – To provide day‑to‑day support of the Web Sphere hosted solutions which the team support following ITIL processes and utilising standard Service Desk tools. This will encompass daily administrative tasks and troubleshooting errors and performance issues in a structured manner. As stated in the above section it will also provide some opportunities for coding and testing work both as part of IIB support but also as part of wider application support if the candidate possesses the relevant skills.

Secondary – To interpret requirements provided by external and internal customers and produce technical solutions which support these requirements in both Web Sphere and other application technology areas.

Some of the applications are provided on a 24
* 7 basis. As such this role involves a requirement to participate in out‑of‑hours support (24

* 7) to cover the technical (i.e. break/fix) aspect and also to patch Web Sphere products, implement application releases or provide support for Operating System patching during out‑of‑hours maintenance windows. This support roster covers both Web Sphere and Application Support services.

• Responsibility for providing technical expertise to both customer teams and the Rail Operations team
• Provision of technical knowledge on above Web Sphere products to the customer and other Atos/Worldline teams in order to deliver their requirements and improve services
• Utilise and develop broader application support skills to learn about and then support the applications which are delivered by the team on an on‑call basis
• Updating and closing of calls on the Atos helpdesk system (Service
  
  NOW)
• Communicating progress to customers
• Contributing to meeting SLA
• Delivery of working technical solutions
• Customer support and incident diagnosis/resolution on a 24
  * 7 on‑call rota basis
• Provision of overnight support for patching and software releases as part of a rota