[Remote] IBM i Operator II - Remote - FS420

Note: The job is a remote job and is open to candidates in USA. Fresche Solutions is a company that values innovation and customer satisfaction, offering a flexible remote work environment. The IBM i Operator II will support Cloud and Managed Service clients, focusing on IBM i support and operations, technical troubleshooting, and ensuring excellent client service.


Responsibilities

  • Provide excellent client service
  • Manage and review user profiles, reset passwords, and manage authority levels
  • Monitor and respond to the System and QSYSOPR message queue
  • Monitor Job Scheduler. Respond to normal/abnormal system and job alerts
  • Monitor and review CPU, memory, and disk utilization performance reports
  • Printer management includes adds, deletions, and network configs
  • Verify scheduled backups complete successfully
  • Configure and maintain backup schedules and resolve backup failure events
  • Conduct client-requested save/restore activities
  • Manage system objects: Subsystems, job queues, output queues, etc
  • Maintain and continuously update runbooks and knowledge base articles
  • Assist in preparing incident reports for internal and external communication
  • Monitor and maintain device configurations (printers, controllers, lines, etc.)
  • Configure, maintain and troubleshoot communications to/from the iSeries
  • Receive application messages and follow runbook or escalate
  • Perform IPLs on systems and confirm start/completion times
  • Participate in and/or perform PTF installations
  • Participate in disaster recovery failover testing
  • Become a critical part of our support organization by performing the following:
  • Monitor the system service agents and ensure cases are created
  • Recognize, prioritize, and track cases based on SLA and operational impact
  • Resolve assigned support tickets and alerts to enhance client satisfaction
  • Categorize issues for escalation to appropriate technical teams
  • Track and update cases using Fresche’s ticketing system
  • Provide escalation status notifications for service-impacting events

Skills

  • Minimum 2 years of IBM i operations experience
  • Participate in after-hours escalations and 24x7 on-call shifts as scheduled
  • Follow company security policies, processes, and procedures
  • Experience with Microsoft Office products
  • As we handle sensitive client data, a background check is required
  • Ability to work in a fast-paced, cross-functional dynamic environment
  • Willingness to ask questions during uncertainty
  • Excellent written and oral communication skills
  • Experience in a client service role, working directly with clients
  • Bachelor's degree in computer science OR 2 years of related experience
  • Familiarity with ROBOT (Fortra Products)
  • Relevant industry-recognized certifications
  • Experience with monitoring platforms such as Halcyon
  • Experience with Intel systems, Windows Server, and VMware
  • An understanding of the network OSI model
  • Knowledge about external storage in an enterprise environment
  • Experience with Microsoft Visio
  • Awareness of the ITSM service provider framework
  • Experience with ticketing systems such as Salesforce Service Console and Jira
  • Past managed service provider experience

Benefits

  • Premium benefits package including health, dental, vision, and 401K with company match.

Company Overview

  • Fresche Solutions provides IT solutions for business processes and revenue-generating applications. It was founded in 1976, and is headquartered in Montréal, Quebec, CAN, with a workforce of 201-500 employees. Its website is https://freschesolutions.com/.

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