CSI provides clients with a broad range of solutions and services across Cyber Security, Software and Infrastructure solutions delivered as a Managed ServiceWith a strong presence in the UK mid-market, CSI consistently demonstrates competitive advantage over larger industry providers through their flexibility, speed and quality of service. CSI’s key strategic relationships are with some of the biggest vendors in the world including IBM and SAP. Our aim is to be the partner of choice for our clients and vendors when it comes to delivering service excellence.
With responsibility for the resolving Technical incidents and performing Changes across CSI’s Power i client The objective of the role is to ensure that CSI continue to provide excellence in Power i systems support and management to our clients Collaboration with other members of the Power i team is vital to ensure knowledge transfer and continuity of service.
ROLE REQUIREMENTS – Key Responsibilities
•Ensuring that customers incident, change and requests tickets are managed in a professional and consistent manner;
•Providing out of hours on call (rota based typically 1 week in 4)
•Ensuring first rate customer service and promoting Service Excellence;
•Working closely with other Power i Team members to ensure customer satisfaction;
•Ensuring CSI processes are being followed;
•Ensuring documentation is current and up to date.
•Ensure customer incidents are resolved within SLA;
•Ensure that change documentation is completed professionally and in a timely fashion;
•Represent changes at the CAB;
•Ensure technical documentation is kept up to date;
•Ensuring daily health check reports are completed in a timely manner;
•Writing and implementing operations procedures.
Essential role related knowledge, technical skills, qualifications and experience
•Previous experience in a senior technical role primarily focussed on Power i
•Previous experience in a service provider or managed services environment
•Demonstrable high level technical capability on Power i.
•Demonstrable experience of working in a complex enterprise-level Power i environment
Skills & Abilities
•Required - IBM i OS, BRMS, Work Management, Performance Management
•Preferred – SQL, CL, iDR, SSL, Key Management, Power VM and V7K virtualisation, Halcyon
•Highly Advantageous – Mimix Certification
•Skill in solving technically challenging problems involving Power i based application and hardware issues.
•Excellent documentation skills and attention to detail, must be able to write clear and understandable procedures.
•Excellent written and verbal communication skills; good team player; highly motivated
•Must be self-starter.
•Must have excellent telephone manner,
•Able to work proactively and under pressure with a can-do attitude.
•Strong desire to continually improve customer service