Job title: iSeries Specialist Department: IT Reporting to: Technical Support Manager August 2012 Date reviewed: Departmental Provide 3rd line support for the iSeries platform. Support to entail fault diagnosis, goals: remediation, structural improvement for the platform and the integration thereof within the Admiral Group infrastructure. Purpose and scope Role holders will support technical staff in the general identification and resolution of faults, incidents and problems. They will be expected to monitor identify and of role: report problems/variances within given guidelines, and contribute to the delivery of new technology/services and infrastructure. They will make recommendations to change/adapt processes in order to facilitate their work and the work of others. Specific to the role: Process Fault diagnosis, correction and escalation process for the Admiral iSeries estate. Proactively manage and address risks and issues in either the existing environment or as part of the service transition process. Communication and Knowledge-sharing Provide technical consultancy, where appropriate. Knowledge transfer and technical mentoring for technical teams. Produce (or contribute to) documentation of a high-quality and sufficient detail for existing or new services. Provide briefings for the Technical Support Manager, and communicate effectively and appropriately at all levels. Delivery and Relationship Management A delivery-focussed approach with accurate estimation of time and effort for all undertaken work. Maintain a good relationship with customers and technical partners, ensuring good expectation management. Key Areas of Focus JOB DESCRIPTION ACTIVITIES Change Requests Ensure all change requests are completed successfully and within the required . Helpdesk Complete 95% of Helpdesks within the required and work with customers to ensure incidents are closed to their satisfaction. Change Management Ensure all changes are correctly planned, documented, and implemented according to plan.
Job title: iSeries Specialist Department: IT Reporting to: Technical Support Manager Date reviewed: August 2012 Departmental goals: Provide 3rd line support for the iSeries platform. Support to entail fault diagnosis, remediation, structural improvement for the platform and the integration thereof within the Admiral Group infrastructure. Purpose and scope of role: Role holders will support technical staff in the general identification and resolution of faults, incidents and problems. They will be expected to monitor identify and report problems/variances within given guidelines, and contribute to the delivery of new technology/services and infrastructure. They will make recommendations to change/adapt processes in order to facilitate their work and the work of others. Specific to the role: Process Fault diagnosis, correction and escalation process for the Admiral iSeries estate. Proactively manage and address risks and issues in either the existing environment or as part of the service transition process. Communication and Knowledge-sharing Provide technical consultancy, where appropriate. Knowledge transfer and technical mentoring for technical teams. Produce (or contribute to) documentation of a high-quality and sufficient detail for existing or new services. Provide briefings for the Technical Support Manager, and communicate effectively and appropriately at all levels. Delivery and Relationship Management A delivery-focussed approach with accurate estimation of time and effort for all undertaken work. Maintain a good relationship with customers and technical partners, ensuring good expectation management. Key Areas of Focus JOB DESCRIPTION ACTIVITIES Change Requests Ensure all change requests are completed successfully and within the required . Helpdesk Complete 95% of Helpdesks within the required and work with customers to ensure incidents are closed to their satisfaction. Change Management Ensure all changes are correctly planned, documented, and implemented according to plan.
iSeries_Specialist_role_profile_v2.docx