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

• 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