Senior ServiceDesk Coordinator - Clearing / Financial / Risk

LOCATION

Remote (Romania)

DESCRIPTION

Job Summary

We are seeking a proficient ServiceDesk Coordinator with a minimum of 5 years of experience to lead our ServiceDesk team. The ideal candidate will have experience in IBM OS400 (AS/400) administration and/or Kubernetes/Cloud environments, preferably with Red Hat OpenShift. This role involves coordinating the service desk team, troubleshooting and resolving technical issues, providing support for users and managing applications and user accounts on both OS400 and cloud environments. Strong leadership, communication and customer service skills are essential for this position.

Main tasks of the role include (but not limited to):

• Leadership and Coordination
  • Lead and coordinate the service desk team to ensure efficient and effective operations
  • Assign and prioritize tasks and support requests among team members
  • Provide induction, training and mentorship to service desk staff
  • Provide application user trainings to internal system users (client)
  • Develop and maintain service desk procedures and best practices

• Technical Support and Troubleshooting
  • Provide basic technical support and troubleshooting for IBM OS400 (AS/400) administration, based on accumulated knowledge base
  • Provide basic technical support and troubleshooting for Kubernetes/Cloud environments, particularly Red Hat OpenShift, based on accumulated knowledge base
  • Troubleshoot and resolve basic issues related to Linux and VM environments or related to IBM WebSphere, based on accumulated knowledge base
  • Liaise with specific technical specialists to troubleshoot and resolve complex issues not recorded in the accumulated knowledge base or requiring further deep-down investigation

• System Operations and Administration
  • Oversee OS400 system operations and execute commands
  • Deploy and manage applications on OpenShift, including using the OpenShift Web Console and CLI (oc)
  • Manage and monitor system operations for Kubernetes / Cloud environments
  • Oversee Linux system operations and manage VM environments

• User Account Management and System Configuration
  • Manage user accounts and permissions on OS400
  • Manage OpenShift clusters, ensuring proper RBAC (Role-Based Access Control)
  • Oversee user access and permissions in IBM WebSphere environments
    Ensure proper configuration and management of IBM WebSphere applications and OpenShift components

• Monitoring and Logging
  • Utilize monitoring and logging tools such as Prometheus and Grafana for OpenShift
  • Monitor system performance and ensure reliability and availability
  • Implement monitoring solutions for IBM OS400 and WebSphere environments
  • Use monitoring tools to oversee Linux and VM environments

• Backup and Recovery
  • Maintain backup and recovery strategies for OS400 systems, for Kubernetes/Cloud environments and for Linux and VM environments
  • Manage backup and recovery processes for all system and components based on documented backup and recovery processes

• Incident Management and Analysis
  • Handle incident management and conduct root cause analysis
  • Document and escalate issues as needed, ensuring timely resolution
  • Use IT Service Management (ITSM) tools such as Jira for tracking and managing support requests

• Customer Service and Communication
  • Provide excellent customer service and communicate effectively with users and stakeholders
  • Document technical processes and create user guides
  • Communicate complex technical information clearly and effectively to non-technical users

Qualifications & Competencies

• Bachelors degree in computer science, Information Technology, or any related engineering field
• Minimum of 5 years of experience as a service desk analyst or in a similar support / customer-facing role
• Familiarity with IBM OS400 (AS/400) administration
• Familiarity with Kubernetes/Cloud environments administration, preferably Red Hat OpenShift
• Familiarity with using OpenShift Web Console and CLI (oc) and deploying and managing applications on OpenShift
• Understanding of OS400 system operations and commands
• Familiarity with using monitoring and logging tools for OpenShift
• Skilled in incident management and root cause analysis
• Excellent leadership, communication and customer service skills
• Proficient in using IT Service Management (ITSM) tools (e.g., Jira)

Nice to have

• Experience with Linux system operations and VM troubleshooting
• Experience in troubleshooting and resolving technical issues on OS400 and OpenShift
• Troubleshooting experience with IBM WebSphere is a plus