Application Support & Maintenance - IBM Tivoli

IBM Tivoli Support Engineer – Job Description

Role: IBM Tivoli Support Engineer / Application Support Engineer
Support Level: L2/L3
Experience: Typically 4–8 years 

The role requires working from the designated ODCs in Noida, Bangalore, or Hyderabad and adhering to the assigned 24x7 shift roster including weekend support. 

Key Responsibilities
•    Provide L2/L3 production support for IBM Tivoli applications and components. 
•    Monitor Tivoli services, agents, servers, jobs, alerts, and system health. 
•    Troubleshoot Tivoli application/service failures and connectivity issues. 
•    Perform Tivoli service start/stop, configuration changes, agent maintenance, and health checks. 
•    Investigate alerts and production incidents using application and OS logs. 
•    Perform root cause analysis (RCA) for recurring or critical incidents. 
•    Support installation, configuration, patching, upgrades, and maintenance activities. 
•    Troubleshoot issues across Linux/Unix servers, databases, network connectivity, filesystem, CPU, and memory. 
•    Write and maintain Shell/Python scripts for monitoring, health checks, log analysis, and operational automation. 
•    Work with database teams for Tivoli-related database connectivity and performance issues. 
•    Handle incident/change/problem/service-request tickets using ITSM processes. 
•    Maintain SOPs, runbooks, operational documentation, and knowledge articles. 
•    Participate in on-call/production support and major incident troubleshooting as required. 
•    Coordinate with IBM/vendor support for complex product issues. 
Required Technical Skill Set
Skill Area    Expected Knowledge
IBM Tivoli    Administration, configuration, monitoring and troubleshooting
Linux/Unix    Strong command-line and system troubleshooting
Shell Scripting    Bash/Korn shell scripting and automation
Python    Basic-to-intermediate scripting for support automation
Database    SQL fundamentals; DB connectivity and troubleshooting
Networking    TCP/IP, DNS, ports, firewall and connectivity troubleshooting