Sr Engineer Mainframe MQ

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, which may include, but are not limited to: Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems and associated software; network infrastructure environments; virtualized systems, database systems, and security tools. This position ensures high levels of availability and security of the supported systems and business applications. This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments. In addition, this role will be specifically focused on supporting the IBM MQ Product line and associated activities related to IBM's MQ products running under z/OS.

What you will do:

• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs.
• Follows change control, incident response, and testing processes.
• Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication.
• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.
• Participate and lead various client projects intended to continually improve/upgrade technology infrastructures.
• Review, create and execute test plans to meet project requirements for assigned components.
• Provide innovative technical solutions to complex hardware/software problems.
• Design, plan and implement solutions using the latest technology.
• Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
• Develops reusable assets (templates, tools, etc.) for the Managed Services practice.
• Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning.
• Identify and communicate potential opportunities for cross-selling to the sales team.
• Provide high quality content deliverables using the appropriate document templates.
• Serve as technical lead for customer engagements.
• Ensure solution is implemented as designed to the customer's satisfaction and approval.
• Ability to follow through with tasks, projects, and troubleshooting.
• Assist Professional Services team when required with client including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
• Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.).
• Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.
• Develop, document, maintain and contribute to written proposals, technical documentation, procedures, templates, and training.
• Tests, evaluates, and develops new products, offerings, and solutions.
• Conducts training of customers and company employees in both formal and informal environments.
• Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Works directly with Project Managers to update project plans and communicate project status.
• Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information.
• Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship.
• Actively participates in pre-sales activity.
• As needed, acts as the technical lead for specific technologies.
• Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.
• Mentor and support peers within the team and cross-functionally within CDW.
• Attends training sessions, and obtains industry related certifications as determined by management.
• Adheres to time compliance and time entry guidelines.

• Bachelor's degree and 5 years of IT engineering experience, including experience performing IBM MQ System Programming and Administration in z/OS, OR
• 9 years total of IT engineering experience, to include 5 years of experience performing IBM MQ System Programming and Administration in z/OS.
• Experience performing the following tasks:
  • Configure and administer clustered/shared and single IBM MQ installations on z/OS.
  • Install and upgrade IBM MQ for z/OS using ShopzSeries and SMP/E.
  • Set up and reconfigure IBM MQ for z/OS objects to meet applications/systems needs including batch and online (CICS TS).
  • Troubleshoot IBM MQ problems using IBM MQ command line and monitoring tools.
  • Provide primary and backup on-call support during extended hours (including nights and weekends).
  • Create, maintain and use automation scripts for IBM MQ for z/OS monitoring, alerting and problem. determination and resolution.
  • Use incident and support requests from customers concerning changes and issues for IBM MQ.
  • Involvement with performance and tuning of IBM MQ.
  • Fulfill service requests (SRs) for mainframe z/OS customers as they pertain to IBM MQ support roles.
• Demonstrated excellence in verbal and written communication, with the ability to interact effectively with all levels of coworkers and stakeholders.
• Proven multitasking ability, prioritization of workload under tight deadlines, and strong organizational, analytical, and problem-solving skills. History of balancing multiple priorities and adapting to changing customer needs while meeting deadlines.
• Disaster recovery experience related to IBM MQ applications.
• Demonstrated ability to execute tasks associated with customers' disaster recovery plans.
• Ability and drive to further technical education through achieving certification and training plans specific to relevant technologies.
• Ability to perform advanced root cause analysis.
• Consistent adherence to policies and procedures, with good time management skills and the ability to meet rigid and urgent assignment schedules.
• Ability to work independently and as part of a team, providing guidance, mentorship, and support to peers.
• Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines.
• Ability to travel as needed.
• Demonstrates ability to achieve high levels of customer satisfaction, in order to develop strong customer relationships and trust to secure future business.
• Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
• Experience in a large data center environment, a plus.
• 3 years Managed Services experience, a plus.
• ServiceNow or similar incident/change tool experience, a plus.
• ITIL knowledge, a plus.
• CICS TS system knowledge, a plus.
• Currently holds certifications in primary area of technical expertise, a plus.

Pay range: $104,550 - $148,190 depending on experience and skill set

Annual bonus target of 10% subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-info.com/

Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.