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IBM MFaaS Engineer - Level 4 Support in Charlotte, North Carolina


The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world’s relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.

Your Role and Responsibilities

  • In-depth analysis of Mainframe to perform service outage investigations and support availability management processes;

  • Identify opportunities for continual improvement and implement improvements through the Change Management Process;

  • Collaborate with the Client's lines of business and application development teams to assist in the assessment and development of the FMU and expected future Service needs;

  • Provide Client technical input, guidance and industry knowledge (all related to the Services), necessary to support the Client IT environment, including attending ad hoc meetings to provide such support;

  • Establish and maintain the alerting mechanisms and monitoring systems;

  • Perform logical database engineering support of database problem determination (e.g. table sizing, performance improvements);

  • Provide engineering support in support of State Street RACF Security environment;

  • Perform testing and benchmarking of new infrastructure or tools prior to deployment into Mainframe Services;

  • Provide appropriate security measures for the MFaaS environment infrastructure;

  • Plan for changes in capacity and performance requirements.

  • Be proficient on several of the products running in the environment: zOS 2.3, CICS 5.2, MQ 9.1, DB2 12.1, RACF, Omegamon, iWS 9, zOSMF


Required Technical and Professional Expertise

  • GDDR, SDSF, TDMF, FDR, SRDR, Coupling Facility, CMOD, DB2, QREP, IDAA, zOS

Preferred Technical and Professional Expertise


  • Contact of support teams for after-hours call out support is typically managed by GNM/AlarmPoint; support personnel must have a compatible contact method so that they can be reached after-hour

  • Execute problem and change management processes per account guidelines. This includes creation of RCAs as needed.

  • Be thoroughly prepared to properly represent all issues and project at customer/account-based meetings as required for ticket reviews, change meetings, project meetings, etc..

  • Ensure teams meet SLA’s/SLO’s as required by the contract. Specifics should be provided by the account team.

  • Strong English written and oral communications skills are required.

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.