Middleware Support Analyst

Middleware Support Analystuk

This Is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

The Business Area is Rail Operations (within Worldline) and the support activities of the team are split between application support and WebSphere Middleware support. The technology for which the team provides support is split between IBM WebSphere, specifically WebSphere Application Server, IBM MQ, WebSphere MQ Internet Pass-Thru, ACE(IBM App Connect Enterprise)  , previously known as (IBM Integration Bus), Liberty and associated monitoring technologies of Dynatrace and IBM Tivoli ITCAM and on the application side between Visual Basic 6, Visual Basic and ASP.NET, C++ and Java This role will be primarily focussed on the WebSphere Middleware support skillset although experience with some of the other technologies would be advantageous.

The candidate will be joining an established team of Application support and WebSphere support specialists which was set up to provide a “Centre of Excellence” for WebSphere support in 2012.

The WebSphere support service provides support of Worldline applications which are hosted within WebSphere Application Server and utilize WebSphere MQ to serve multiple Rail Industry customers and also the support of both ACE configuration and Message Flows and IBM MQ for a single Rail industry customer. WebSphere middleware is hosted on both Windows and Linux based platforms and also, in the case of MQ, includes MQ Appliances. The primary focus of the role is administration although it also involves some development and maintenance of ACE Message Flows.

The primary customer for WebSphere MQ Internet Pass-Thru uses the product to securely exchange MQ data with their external partners via the Internet.

Purpose Of The Role:

Primarily - To provide day-to-day support of the WebSphere hosted solutions which the team support following ITIL processes and utilizing standard Service Desk tools. This will encompass daily administrative tasks and troubleshooting errors and performance issues in a structured manner. As stated in the above section, it will also provide some opportunities for coding and testing work both as part of IIB support but also as part of wider application support if the candidate possesses the relevant skills.

Secondary – To interpret requirements provided by external and internal customers and produce technical solutions which support these requirements in both WebSphere and other application technology areas.

Some of the applications are provided on a ‘24*7’ basis. As such this role involves a requirement to participate in out-of-hours support (24*7) to cover the technical (i.e. break/fix) aspect and also to patch WebSphere products, implement application releases or provide support for Operating System patching during out-of-hours maintenance windows. This support roster covers both WebSphere and Application Support services.

Day-To-Day Responsibilities​

• Responsibility for providing technical expertise to both customer teams and the Rail Operations team
• Provision of technical knowledge on above WebSphere products to the customer and other Atos/Worldline teams in order to deliver their requirements and improve services
• Utilise and develop broader application support skills to learn about and then support the applications which are delivered by the team on an on-call basis
• Updating and closing of calls on the Atos helpdesk system (ServiceNOW)
• Communicating progress to customers
• Contributing to meeting SLA
• Delivery of working technical solutions
• Customer support and incident diagnosis/resolution on a 24*7 on-call rota basis
• Provision of overnight support for patching and software releases as part of a rota

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

Transferable skills and experience suitable for this opening:

• Good customer facing skills (both oral and written)
• Updating and closing of calls on the Atos/Worldline helpdesk systems in line with procedures
• Communicating progress to customers
• Contributing to meeting SLA
• Delivery of working technical solutions
• Organized and methodical approach in order to gather information and use existing knowledge to investigate and progress issues to resolution with minimal supervision even when the context is unfamiliar
• Ability to write clear and accurate documentation
• Ability to remain calm and take considered decisions when under pressure (such as during incident response)
• Aware of limits to personal knowledge/authority and escalates when appropriate
• Good team working skills
• ITIL awareness would be an advantage
• Capable of following processes/plans and able to meet deadlines

Ideal Key Skills and experience required:

A minimum of 3 years’ experience in a WebSphere Middleware support role with specific experience in the use of the following technologies:

• Setting up and using Dynatrace (or similar) monitoring dashboards in order to assist in the diagnosis of performance or operational issues affecting JEE applications
• Good knowledge of Linux
• WebSphere Application Server and IBM HTTP server administration across several versions
• IBM MQ administration across several versions, using MQSC commands and writing MQSC scripts to update MQ configurations. Prior experience with MQ Appliance products is desirable.
• Jython scripting of WebSphere Application Server administration tasks
• Setting up and using IBM Tivoli Composite Application Manager for SOA components and dashboards in order to assist in diagnosis of performance or operational issues affecting MQ and IIB components
• IIB administration across several versions
• IIB Message Flow development and support using ESQL, DFDL and Java
• Delivery of Web Services through IIB
• Understanding of Java – i.e. interpreting stack trace to understand whether cause is application or WebSphere related
• WebSphere MQ Internet Pass-Thru (MQIPT) is desirable
• WebSphere MQ Telemetry Transport (MQTT) is desirable
• Shell scripting and Powershell scripting is desirable

Any previous experience in the use of the following technologies would be advantageous:

• Knowledge of Oracle or SQL Server
• Visual SourceSafe, Microsoft Team Foundation Server or GitHub for configuration management
• Coding using logging frameworks such as Log4J and Log4net
• Understanding of design patterns such as MVC or MVVM
• SQL coding and PL/SQL and/or T*SQL stored procedure coding
• Proven experience on IBM mainframe application support (particularly COBOL and JCL) would also be an advantage.

Desirable:

• ITIL Foundation certification

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Have 25 days holiday + bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping *
• Purchase a range of flexible benefits through salary sacrifice
• Have an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• Have Pension – the company will match contributions up to 10%

Shape The Evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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