Main tasks:

Checking:

· Server Manual Health Checking where no tools available

· Corrective actions on Health Check deviations

· Simple routine & predefined resolutions as well as complex

Planning:

· Receive notification / assess and evaluate found deviations

· Execute manual where tools not available Health Checks, following requirements as documented

· Analyse/ assess and evaluate HC deviations

· Suggest and Present an implementation plan for relevant servers

· Raise or Update change /schedule implementation of patches

· Suggest solutions for HC deviations

Operations:

· Raise/close change tickets

· Install verification / check implementation

· Open / Update / Close CIRATS records

· Remediate HC deviations

· Perform Health Checks aligned with plans or upon specific request (initial HC’s)

· Create input for Risk letters, exception request’s

? Act as subject matter experts on technical issues and the customer environment.

? Execute Health Checks

? Execute ad hoc Initial Health Check requests.

? Create / Update / Close CIRATS records

? Analyze health check issues and apply corrective measures.

? Transfer health check issues to level 2 or level 3 support if problem cannot be resolved.

? Request exception if necessary and provide explanation to documented exceptions.

? Create input for Risk / Exception letter’s

? Apply the Health Checking process.

? Understand GSD331/ISEC (incl. Technical Specifications) and ITCS104 policies with regards to Health Checking for all accounts.

? Meet CIRATS issue deadlines or request extensions where needed.

? Driving the scheduling of a maintenance window to implement fixes.

? Opening CMR in eESM to gain necessary approvals for maintenance windows.

? Communicating the change to the Systems Administration team and all others involved.

? Update status of CIRATS issue (Request To Close) when completed so ITSEC are notified.

? Responsible for reporting feedback for improving Health Checking procedures and processes.

? IMT DCA Team to provide support to IDC DCA team when needed.

Basic skills

  • Skill level in a technical discipline as shown below, which relates to the I/T duties assigned and platforms supported.
  • Possesses strong service skills with ability to balance technical support, written/oral communication and customer satisfaction.
  • Has technical experience and skills in the areas of problem determination, creativity and analysis.
  • Creativity and analytical ability is required to understand the inter-relationships of the products with each other and with the infrastructure as a whole.
  • Be able to identify opportunity for, and implement process improvements.
  • Commitment to process and quality to ensure ‘World-Class Service’ to IBM customers.
  • Excellent verbal and written English communication skills.
  • Ability to work according to procedures (ITIL)
  • Excellent skills about IBM security standards, eg. ITCS104, GSD331 and ISEC.