Mandatory Skill::CA UIM (Unified Infrastructure Management) – Minimum 2–3 years of hands-on experience managing and supporting the product.
Key Responsibilities::
1. Incident & Problem Management
- Troubleshoot and resolve L2 production incidents within defined SLA timelines.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Coordinate with L3 support teams, vendors, and application teams for complex issue resolution.
- Ensure timely incident tracking, updates, and closure.
2. Middleware Support
- Support, monitor, and maintain middleware platforms including IBM API Connect (APIC), WebSphere, and IBM Integration Bus/App Connect Enterprise (IIB/ACE) environments.
- Diagnose and resolve API failures, integration issues, and application errors.
- Ensure system performance, stability, and high availability of middleware environments.
3. Batch Processing Support (CA Automic)
- Monitor batch jobs, workflows, and schedules using CA Automic.
- Troubleshoot job failures and ensure timely recovery.
- Manage job dependencies and execution flows.
4. Monitoring & Alert Management (CA UIM)
- Monitor system alerts, logs, and performance metrics using CA UIM.
- Configure and fine-tune monitoring tools (e.g., Logmon probes).
- Respond to alerts and proactively prevent incidents.
5. Change & Release Support
- Support application deployments and configuration changes.
- Perform post-deployment validation and health checks.
- Ensure adherence to change management processes.
6. System Maintenance
- Perform routine health checks and housekeeping activities.
- Manage logs, certificates, and system configurations.
- Ensure compliance with operational standards.
7. Documentation & Communication
- Maintain SOPs, runbooks, and knowledge base articles.
- Provide timely updates to stakeholders and management.
8. On-Call / Standby Support
- Provide 24/7 standby support through a weekly rotational schedule to ensure critical system availability.
- Respond to production incidents during off-hours, weekends, and holidays when required.
- Ensure timely escalation and resolution of critical issues during standby shifts.
Required Skills::
- Minimum 2–3 years of hands-on experience in CA UIM
- Experience with CA Automic
- Strong knowledge of IBM APIC, WebSphere, and IIB/ACE
- Strong troubleshooting and production support experience
- Familiarity with ITIL processes (Incident/Problem/Change Management)
- Excellent communication skills
This addition clearly highlights the 24/7 standby requirement without making it sound abrupt.
