CCMS Second Level Support(职位编号：CHQ-0514002)
国际商业机器中国有限公司(IBM)
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-09
- 工作地点：北京
- 招聘人数：若干
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：普通话熟练
- 职位类别：技术支持/维护工程师
职位描述
Job description
The Level II Support Role overview.
Responsibilities include the proper troubleshooting, escalation, and documentation of all application issues, requests, questions, and concerns that were not solved by the Level 1 or Help Desk. This individual maintains ownership of these items from start to finish and is required to provide timely and high quality status updates. The Level II Support Role is required to follow documented support processes and procedures and must demonstrate a commitment to user satisfaction in all situations by ensuring availability of applications as well as tracking or solving application issues until the complete resolution;
This individual works closely with other IT areas and functions like AS, ITD, Application Owners etc. as well as other support staff to provide successful and timely resolution of application issues. This function requires knowledge at application, infrastructure, and business process level and includes providing schedules / monitoring running of batch jobs, including quarter-end activities (standby or on-site support). The Level II Support person participates in problem determination and/or problem/change management in the event of unplanned outages and verify production fixes and new function deliverables.
CCMS / Reg Tool
• Support and execute a central AP entitlement function across all of the AP IOT
• Work with Transform on new release testing
• Work with Transform to assist in compiling new requirements from AP Business requests
• Communicate any IT or Process Changes out to the AP User community.
AP CCMS server Supported and Back-up AS.
• Capacity forecasting working with AP Transform and business owners to review
• Define and develop the service definitions for AP SWMA,
• Attend Meetings effecting Software Business in AP.
RETAIN, CCMS & CCWIN interface
CSDW to CCMS, Status review,
CCMS Application Status Review
CCMS Application - Production Support Meeting
• Discuss CCMS issues and progress of xMT and TSRM records relating to RETAIN/CCWIN and CCMS
• Deploy solutions, developed by Transform for AP business solutions.
- Coordinate project related data clean-up with Transform and the Business.
- COMPID Management
- Deploy new releases
CCMS- CHIS Comparison for AP countries.
• Root cause analysis with the CHIS team on discrepancies and issues
• Analyse issues with effected teams and facilitate the understanding of the issues
• Work with (CCMS Application support) for fixing the issues that were found from the discrepancies
• Investigate the flow of data from CHIS -> CSDW -> CCMS with correlation of PIDs, product mapping etc.
CCMS Definitions creation for :
• ESP offerings
• WW/Geo/Local bundling – e.g. ‘VMWare’
• Other as required
‘Reporting’ :
• Assist with ad-hoc queries of CCMS entitlement database
CCMS Support
• Create TSRM Tickets and take appropriate action and close.
• Provide monthly ticket statistics to the MTS Run Manager.
• Creating RETAIN PMRs and taking appropriate action and close.
• Monitoring all the AP Server automated system created mails and take appropriate action
• Support and maintenance of first level of responder ID creations gathering managers approval, and auditable control points
RETAIN - CCWin Upgrade & L2 Support.
AP focal point and support for CCWIN application for connectivity and implementations
AP RETAIN GEO representative for all country Co ordinations
Monthly deploying CCWin upgrades.
Analyse with the users for post implementation feedback and queries relating to any discrepancies
Follow the business process tested Pilot run and verify latest vision of the code.
Opening and closing all L3 support PMRs
Responsible for all Sev1 issues and work with WW RETAIN team. Frequently update the users, problem tickets, and close the call.
Required
Bachelor's Degree
At least 3 years experience in related working experience
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
The Level II Support Role overview.
Responsibilities include the proper troubleshooting, escalation, and documentation of all application issues, requests, questions, and concerns that were not solved by the Level 1 or Help Desk. This individual maintains ownership of these items from start to finish and is required to provide timely and high quality status updates. The Level II Support Role is required to follow documented support processes and procedures and must demonstrate a commitment to user satisfaction in all situations by ensuring availability of applications as well as tracking or solving application issues until the complete resolution;
This individual works closely with other IT areas and functions like AS, ITD, Application Owners etc. as well as other support staff to provide successful and timely resolution of application issues. This function requires knowledge at application, infrastructure, and business process level and includes providing schedules / monitoring running of batch jobs, including quarter-end activities (standby or on-site support). The Level II Support person participates in problem determination and/or problem/change management in the event of unplanned outages and verify production fixes and new function deliverables.
CCMS / Reg Tool
• Support and execute a central AP entitlement function across all of the AP IOT
• Work with Transform on new release testing
• Work with Transform to assist in compiling new requirements from AP Business requests
• Communicate any IT or Process Changes out to the AP User community.
AP CCMS server Supported and Back-up AS.
• Capacity forecasting working with AP Transform and business owners to review
• Define and develop the service definitions for AP SWMA,
• Attend Meetings effecting Software Business in AP.
RETAIN, CCMS & CCWIN interface
CSDW to CCMS, Status review,
CCMS Application Status Review
CCMS Application - Production Support Meeting
• Discuss CCMS issues and progress of xMT and TSRM records relating to RETAIN/CCWIN and CCMS
• Deploy solutions, developed by Transform for AP business solutions.
- Coordinate project related data clean-up with Transform and the Business.
- COMPID Management
- Deploy new releases
CCMS- CHIS Comparison for AP countries.
• Root cause analysis with the CHIS team on discrepancies and issues
• Analyse issues with effected teams and facilitate the understanding of the issues
• Work with (CCMS Application support) for fixing the issues that were found from the discrepancies
• Investigate the flow of data from CHIS -> CSDW -> CCMS with correlation of PIDs, product mapping etc.
CCMS Definitions creation for :
• ESP offerings
• WW/Geo/Local bundling – e.g. ‘VMWare’
• Other as required
‘Reporting’ :
• Assist with ad-hoc queries of CCMS entitlement database
CCMS Support
• Create TSRM Tickets and take appropriate action and close.
• Provide monthly ticket statistics to the MTS Run Manager.
• Creating RETAIN PMRs and taking appropriate action and close.
• Monitoring all the AP Server automated system created mails and take appropriate action
• Support and maintenance of first level of responder ID creations gathering managers approval, and auditable control points
RETAIN - CCWin Upgrade & L2 Support.
AP focal point and support for CCWIN application for connectivity and implementations
AP RETAIN GEO representative for all country Co ordinations
Monthly deploying CCWin upgrades.
Analyse with the users for post implementation feedback and queries relating to any discrepancies
Follow the business process tested Pilot run and verify latest vision of the code.
Opening and closing all L3 support PMRs
Responsible for all Sev1 issues and work with WW RETAIN team. Frequently update the users, problem tickets, and close the call.
Required
Bachelor's Degree
At least 3 years experience in related working experience
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
公司介绍
For nearly 100 years, IBM has created products to handle information. Today, as the world's largest information technology company, it invents, develops and manufactures the most advanced information technologies computer systems, software, storage systems and microelectronics. But that's just for starters. After decades as the undisputed leader in the computer hardware business, IBM has transformed itself into an information technology services business. It is passionately committed to adding value for our clients from helping to keep grocery shelves stocked to simultaneously providing medical imagery to physicians an ocean apart. Its solutions, services and consulting offerings are revolutionizing the way people, organizations and enterprises operate including itself.
在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。
在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。