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[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