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Summary Responsible for support, incident, problem, change, configuration, performance, and capacity management of devices and resources monitored by Logicalis Managed Services. Provides Tier III engineering and support for IBM AIX Server, IBM Power Server hardware, PowerVM, Virtual I/O Server, IBM i and PowerHA.Provides Tier III engineering and support for IBM AIX Server, IBM Power Server hardware, PowerVM, Virtual I/O Server, IBMi and PowerHA. Essential Duties and Responsibilities * Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem, and change management processes in place for each client when working to resolve client requests or outages * Responsible for working the following in DSP: * Request Items * Problems * Changes * Projects * Tasks * Recommendations * Acts as escalation point for Tier 2 Administrators. Directs team members in incident, problem and change request resolution and performs guidance on projects * Works with customers and peers in a professional manner for efficient resolution of all issues * Works with Managed Services architects to develop new service offerings * Provides training and guidance to Tier 2 Administrators on new technologies and processes * Writes KB articles as needed to document technical processes and procedures * Provides periodic environment review and suggests enhancements of services or resiliency of environments * Proactively identifies and reports on gaps in customer environments versus defined service definitions and work with Service Delivery Managers (SDMs) to identify opportunities and propose enhancements to client environments * Supports escalated issues; coordinates communications between operations staff; supports operations staff to resolve complex issues * Coordinates service outages with Service Delivery Managers as required * Identifies processes for automation and works to implement automation of repeatable and predictable tasks * Participates in on-call rotation for specified technology group * Responsible for tracking all time worked in designated systems * Continuously strive to improve skills and stay up to date on new technologies * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Education: * Associate degree in a related field. Experience / Technical Requirements * 5 years of experience in the following: * IBM AIX * IBM iSeries * HMC * VIO Server * LPAR * PowerHA * Unix/Linux administration * 5 years of experience with IBM Power Systems servers, IBM AIX & IBM i Operating Systems, Virtual I/O Servers and External Storage; including implementation, validation, migrations, and support. Proficient in the following: * IBM Power Systems Servers including experience with the configuration, and inst