Engineer, IT Support

Job Description

• Expertise in Tidal Workload Automation or IBM Tivoli Workload Scheduler or any other major job scheduling tools such as Control‑M
• Experience with job design, administration and maintenance of jobs in distributed and/or mainframe environments
• Experience in troubleshooting and resolving scheduling issues
• Strong working knowledge of industry‑standards scheduling management tools
• Demonstrated successful experience working in a matrixed, multi‑vendor technology environment
• Demonstrated ability to work effectively and efficiently under pressure in high‑visibility incidents
• AWS and/or Azure experience is a plus

Ensure success of business‑critical application operations by supporting day‑to‑day batch processing, analyzing and resolving priority issues while adhering to standards and SLAs. Leverage expertise in Tidal Workload Automation, IBM Tivoli Workload Scheduler, or Control‑M to manage and enhance the batch processing environment.

• Train, guide and support Tidal customers to meet their development and operations needs
• Work with automation engineers on Tidal monitoring, reporting, and analytics and proactively support production
• Provide technical consultation for new projects requiring implementation setup with consideration of existing automation jobs
• Take ownership of incidents and requests assigned to the team, ensuring SLA compliance
• Identify and implement key service improvements to ensure an effective and efficient incident and request management process
• Communicate effectively to both internal and external users
• Escalate and manage incidents when scheduling platforms experience an extended service outage, or service levels are not met
• Accurately record resolution of incidents and service requests to quality standards for future investigation
• Prioritise and manage incidents and service requests against suitable SLAs and resolution targets
• Restore normal service operation as quickly as possible, investigating, diagnosing and resolving incidents where possible
• Continuously monitor automation queues for new requests
• Identify candidates for problem management and feed into the problem management process

• Actively monitor the team's workflow to ensure all incidents and requests are completed within SLA
• Assist and contribute to maintaining the AMPF service catalogue and knowledge base to enable prompt resolution of incidents and support of administration requests within service levels
• Be self‑motivated to explore evolving technologies and identify opportunities for increasing skillset
• Encourage knowledge sharing across different tiers of support to maximize first‑time fix rate at the Service Desk
• Through effective use of a knowledge base, ensure sharing and transfer of knowledge both within the immediate team and across other teams within IT Service Delivery
• Identify cost‑effective opportunities for improvement and recommend solutions to meet customers and user requirements, where appropriate
• Engage with the Automation SME Lead, look for opportunities for team development consistent with company policy and procedures
• Develop internal team processes to ensure the integrity and quality of service provision is maintained
• Escalate and manage situations arising from customer issues to Manager

• Functional knowledge of Power Shell, Python, UNIX shell, or similar scripting
• Experience with Windows and Linux operating systems
• Strong oral and written communication skills
• Bachelor of Computer Science

Salary Range: $120,000–$135,000 per year

• Entry level

• Full‑time

• Engineering and Information Technology

• IT Services and IT Consulting