Technical Support Lead Analyst
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Key skills for this role
Role Overview
Provide Level 2 production support for business-critical applications running on the IBM i/AS400 platform.
Support the Policy Administration System and related operational services during critical transaction and overnight batch windows.
Work in an ITIL-aligned and Agile environment with L1 support, L3 engineering, infrastructure, application owners, and business stakeholders.
Key Skills for This Role
Full Job Posting
Role summary
Provide Level 2 production support for business-critical applications running on the IBM i/AS400 platform.
Support the Policy Administration System and related operational services during critical transaction and overnight batch windows.
Work in an ITIL-aligned and Agile environment with L1 support, L3 engineering, infrastructure, application owners, and business stakeholders.
Key responsibilities
- Manage incidents, service requests, escalations, ticket ownership, communication, and resolution documentation.
- Troubleshoot IBM i application and platform issues, perform root cause analysis, and support permanent fixes with L3 teams.
- Execute controlled configuration updates and approved data changes under audit, compliance, and change-control standards.
- Monitor batch processing, system health, alerts, and performance, including operational recovery and on-call support where required.
- Support releases, upgrades, patches, planned changes, and continuous service improvement.
- Maintain support runbooks, knowledge articles, troubleshooting guides, RCA documentation, and known issue records.
Technical qualifications
- Strong IBM i/AS400/iSeries and RPG, RPGLE, or RPG IV knowledge is required.
- SQL, DB2 for i, CL, job control, logs, queues, batch processing, scheduling, and system diagnostics knowledge is required.
- Level 2 production support experience with business-critical transactional systems and operational recovery is required.
- Experience with shift-based, rotational, or on-call support and ITIL-aligned processes is required.
Preferred qualifications
- ServiceNow, Jira, batch scheduling tools, IBM i operational tooling, policy administration systems, or regulated-industry experience is preferred.
- ITIL Foundation certification or equivalent practical service management experience is preferred.
- Agile delivery, service improvement, problem management, or operational readiness experience is desirable.
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