ASSOCIATE CONSULTANT
HCLTech
- Chennai, Tamil Nadu
- Permanent
- Full-time
2. Scheduling job, Creating job, jobstream, calendars, resources, parms etc.
3. Configuration of scheduling objects,
4. Tide up and resolving outstanding jobstream, etc. (1.) Independently resolve tickets within SLA
5. Adheres to standard operating procedures / work instructions
6. Provides inputs to modify/update/design standard operating procedures / work instructions
7. Follow the escalation process
8. Follow the shift hand-over process
9. Update the knowledge base
10. Coaching freshers to be independent
11. Coaching analysts for correct routing of tickets, capturing critical information
12. Technically upgrade across versions of environment when required
13. Managing independent shifts
14. Managing Planned/ unplanned outages
15. Complies to regulatory requirements
16. Participate in Sev1/Sev2/ Bridge calls
17. Workstation Monitoring:
a. Monitor workstations screen every 30 minutes for unlinked systems. Handle the unlinked system according to SOP and bring back up after link issue is resolved.
b. Review RFCs for outage changes impacting a system in the TWS environment and prepare that system for an outage. Bring system back up after the change is complete.
c. Manage the workstations for the VM patching activities according to the SOP.
d. Manage limit=0, unlink conditions.
18. Dispatcher:
a. IMs: Queue must be checked every 5 minutes. Accept IMs according to SOP and enter an event start and event end time. Assign work to someone on the shift. Make sure IMs are in pending customer status when we are waiting for customer confirmation. Close IMs when issues are resolved, and client confirms we can close the issue.
b. RMs: Assign RMs and RM line items and put into WIP status. Notify persons who were assigned. Verify RM line items that are pending customer response are in pending customer status. When client confirms RM can be closed, ensure the RM line item is closed with the appropriate labor spent.
c. CRs: Ensure CRs are assigned when they are opened in the queue and closed when work is completed.
d. Review all open RMs at the end of each shift to validate all open RMs have correct updates and ensure that no RM that was ready for review was missed by the Peer Reviewer.
e. Close RMs that have client confirmation and have been peer reviewed for the Assignee, if the Assignee is off shift when both these criteria are met. This includes adding up the labor noted in the RM and entering the total time in the Labor Spent field.
f. Review all RMs closed on the shift for proper status updates, proper closing comments and labor spent .
19. Ad hoc requests: Monitor TWS adhoc (e-mails) requests from client. Acknowledge requests within 3 minutes and then perform request and notify client via e-mail when work is completed. Ensure an Interaction is created for each ad hoc request.
Also monitor e-mail notifications for file systems on the TWS masters.20. TWS Administration knowledge:Knowledge on TWS architecture and process communication flow
Idea on TDA vs MDM vs BMDM vs DM vs BDM vs x-agent vs FTA
Knowledge on monman, event processor (conman sc states) etc
Knowledge on Scripting (shell/ Perl scripting)
Knowledge on WAS, Jazz and Broker application
Configure TDWC for local and AD access
Locate and read DB2 diaglog, Websphere logs, TWSMERGE logs etc
Knowledge TWS event.log (purpose and how to send events to log)
Update TDWC security and TWS Security file
Open PMRs, run traces, send trace logs to Tivoli Support etc
Install/ configure of FTA, DA and XAs etc for IWS
Install and configure of Tivoli Dynamic Agents
Knowledge on Forecasts and where forecasts are stored
(1.) To adhere to quality standards, regulator