Sterling Integrator and IBM Enterprise service bus / Message broker support analyst
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Sterling Integrator and IBM Enterprise service bus / Message broker support analyst
Ref No.: 18-25870
Location: Chicago, Illinois
Position Type:Full Time/Contract
Start Date: 04/16/2018
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Position Title: Sterling Integrator and IBM Enterprise service bus / Message broker support analyst
Location: Chicago (Oak Brook) , IL
Salary: Market Rate
Onsite position: Fulltime/permanent W2 onsite
Visa: GC or USC or GC EAD/No C2C
Sterling Commerce, IBM Message broker, Informatica.
Relevant Experience
(in Yrs)
5 to 7 years
Technical/Functional Skills Should be experienced in implementing and supporting  Sterling Integrator, Message Broker and Informatica-

Provide production support for Sterling  Integrator, Message broker that includes
o        Experience in supporting and enhancing components developed in Sterling Integrator and Message broker
o        Understanding of Retail systems and functions
o        Proficient in ITIL processes and Incident Management Tool – Cherwell or similar tools
o        Develop strong relationship with business customers and IT Delivery Teams
o        Acquire new skills and knowledge to stay at the forefront of information systems tools for legacy systems
Experience Required Relevant experience in Retail business especially in Sterling commerce,  Message broker and Informatica enhancements and production support
Roles & Responsibilities The main role and responsibility is to recover business disruptions which are reported by clients in the form of ITSM incident records (caused by various applications/infrastructure issues) within a fixed service level depending on the severity of the issue. It also involves finding ways to reduce the number of calls for assistance by providing training, writing operating manuals, or by fixing code/configuration issues and generally ensuring that common issues are resolved as quickly and efficiently as possible

The responsibilities in detail include
Incident Management
o        Weekday support for handling production break fixes and recover issues within a defined Service level
o        Weekend support for critical tickets
o        Coordinate and Communicate between and among Client  and/or Third party contractor teams to resolve tickets and restore services
o        Coordinate with Product company for maintenance, issues and infrastructure patching

Problem/Change Planning & Management
o        Analyze and review the incident inflow and plan for code fixes/permanent fixes for issues that are reoccurring by creating problems
o        Work with the clients to determine change implementation windows and coordinate with business/technical team to successfully plan & implement the change

Platform Management (Transition, Keep the lights on, Reporting& Metrics)
o        Managing the transition of new applications  into the team by coordinating with the development team – attend Reviews/Meetings, ensuring the new application fits the health required for support take over
o        Weekly/regular trend analysis to ensure that the application/platform is healthy and take actions as needed
o        Support during DR activities (Test Documentation and Smoke Testing)Provide testing / verification support during OS upgrades, patch installation on any third party software
o        Shift left to help desk / Documentation of knowledge articles/ root cause analysis of critical issues

Offshore Coordination:
Work with the offshore teams to ensure that the incidents created are recovered within SLA and all the Incident management processes are followed flawlessly
Generic Managerial Skills Offshore Team handling, Technical transition, Escalation handling, Client communication and relationship management

Pankaj Kumar
IDC Technologies Inc
Cell : 408-459-5600

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