RQ07258 - Middleware Specialist - Intermediate

Vulnerability Analyst and Coordinator

• Lead the creation of a patching strategy and plan to address vulnerabilities of SUS platform
  
• Review vulnerability reports to identify areas of priority
  
• Coordinate patching of O/S with ITS/CompuCom partners
  
• Coordinate patching of middleware software/tools/components
  

Incident and Service Request Management

• Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets
  
• Review submitted incident tickets to ensure completeness of information
  
• Provide basic triage and assign to Tier 3 specialists as required
  
• Monitor tickets to ensure compliance with service level targets
  
• Provide support in closing/resolving tickets where required
  
• Provide reports on current status of assigned tickets
  
• Provide historical reports on volume performance trends etc
  

Change Management

• Review assessment tasks on new CRQs to ensure compliance with SUS standards
  
• Assign tasks to support specialists as required
  
• Monitor tasks to ensure alignment with CRQ deadlines
  
• Provide support in closing tasks where required
  
• Provide reports on current status of assigned tasks
  
• Provide reports on scheduled CRQs impacting SUS
  
• Provide historical reports on volume performance trends etc
  

Operational Support Service Request Fulfillment

• Complete standard service requests in support of SUS clients such as:
  
• Password administration
  
• Account administration (add/delete/modify)
  
• Provide access to tools such as monitoring automated deployment log analysis etc.
  

Configuration Management Analyst

• Provide support in managing SUS components in CI inventory
  
• Update CI components and relationships
  
• Prepare and schedule regular reports on CI inventory
  

Skills and Knowledge

• Experience with middleware application suite such as but not limited to;
  
• IBM WebSphere Application Server/NDM;
  
• IBM WebSphere Process Server/BPEL;
  
• IBM Portal Services
  
• IBM DataPower
  
• Deployment Automation
  
• Middleware Monitoring tools e.g. ITCAM
  
• Cognos / Informatica
  
• LDAP
  
• Cloud Services Kubernetes Ansible
  
• Experience with ITIL Incident Management process
  
• Experience with ITIL Change Management process
  
• Experience with Remedy/eSMT
  
• Experience with reporting tools and concepts
  
• Demonstrate strong communication and problemsolving skills
  
• Demonstrate initiative and responsiveness
  
• Experience with ITIL Configuration Management process
  
• Experience with CMDB concepts and methodologies
  
• Experience with Remedy and/or eSMT
  
• Experience with reporting tools
  
  

Requirements

MUST

Experience with middleware application suite such as but not limited to;

• IBM WebSphere Application Server/NDM;
  
• IBM DataPower
  
• Deployment Automation
  
• Middleware Monitoring tools e.g. ITCAM
  
• Cloud Services Kubernetes Ansible
  
• Experience with ITIL Incident Management process
  
• Experience with ITIL Change Management process
  
• Experience with ITIL Configuration Management process
  
• Experience with Remedy/eSMT
  
• Experience with reporting tools and concepts
  
• Experience with CMDB concepts and methodologies