Yan IT Solutions - Junior Support Engineer - Maximo/Ticketing System

Roles and Responsibilities : 1. L1 and L2 Support (Incident Management & Service Requests) : - Investigate and resolve L1 and L2 issues within SLA guidelines without requiring software updates or code changes. - Provide triaging support on the EAM (Enterprise Asset Management) platform to respective teams for incidents/service requests. - Fulfill routine requests such as user creation, password resets, and master data updates. - Manage the complete ticket lifecycle, including documentation of responses and resolution details. - Conduct Root Cause Analysis (RCA) for critical incidents (P0, P1, P2). 2. L3 Support (Problem Management, RCA, Bug Fixes) : - Address complex application functionality issues requiring code fixes or advanced configuration. - Perform root cause analysis and propose necessary solutions. - Implement source code changes to resolve issues and execute recovery actions. - Coordinate incident resolution and engage with the IBM product team when necessary. - Manage problem resolution and maintain knowledge repositories. 3. Application Monitoring : - Ensure 99.5% application availability by performing regular monitoring and health checks for production and non-production environments. - Conduct daily/weekly/monthly application functionality monitoring. - Identify risks or improvement opportunities, address tickets in the backlog, and suggest enhancements. - Use the OCP monitoring tool for system health and performance tracking. 4. Patches and Upgrades : - Apply patch updates for Maximo applications, ensuring compliance with security standards. - Collaborate with stakeholders to secure approvals for patch implementations. - Handle major upgrades as part of the Change Request process. Required Tool Expertise : IBM Maximo versions 8.11/9 Ideal Candidate Profile : - Proficiency in IBM Maximo EAM functionality and technical configurations. - Strong analytical skills for incident triaging and root cause analysis. - Expertise in managing application health monitoring and implementing bug fixes. - Ability to collaborate with internal teams and external stakeholders like the IBM product team. - Familiarity with patch and security compliance processes. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 2/4/2025