WHAT THE ROLE OFFERS
Production Application Support
- Provide Level 2 and Level 3 support for mission-critical AS/400 (IBM i) applications.
- Monitor and manage production incidents, service requests, and problem tickets.
- Diagnose, troubleshoot, and resolve application and system issues within established service level objectives.
- Participate in on-call support rotations and support critical production events.
- Escalate complex issues appropriately and coordinate resolution across multiple support teams.
Troubleshooting & Problem Management
- Analyze application logs, job logs, spool files, system messages, and performance metrics to identify root causes.
- Troubleshoot application, integration, database, and performance-related issues.
- Conduct root cause analysis and implement preventive measures to reduce recurring incidents.
- Maintain knowledge articles, operational procedures, and troubleshooting documentation.
- Collaborate with development, infrastructure, and architecture teams on problem resolution.
Application & Database Support
- Support and maintain enterprise applications running on IBM i platforms.
- Develop, modify, and implement application fixes using CL programs and SQL queries.
- Support DB2/400 databases, including data validation, data corrections, and data integrity activities.
- Assist with application enhancements, testing, and implementation activities.
- Ensure application performance and system reliability meet business requirements.
Batch Processing & System Monitoring
- Monitor and manage batch processing, scheduled jobs, interfaces, and system workloads.
- Identify and resolve job failures, processing bottlenecks, and performance issues.
- Proactively monitor system health and application availability.
- Work with infrastructure teams to ensure systems are operating efficiently and within capacity thresholds.
- Support disaster recovery and business continuity activities when required.
Change & Release Management
- Support software deployments, patch implementations, upgrades, and production releases.
- Participate in change management reviews, risk assessments, and implementation planning.
- Coordinate testing activities and perform post-deployment validation.
- Ensure adherence to audit, compliance, security, and operational standards.
- Maintain accurate release documentation and implementation records.
Continuous Improvement & Modernization
- Identify opportunities to automate manual operational activities and improve support processes.
- Contribute to IBM i modernization initiatives and legacy application transformation programs.
- Support observability, monitoring, and operational excellence initiatives.
- Recommend process improvements that improve application reliability, resiliency, and supportability.
- Collaborate with enterprise architecture and engineering teams to support strategic modernization objectives.
WHAT YOU NEED TO SUCCEED
Technical Skills
- Strong experience supporting IBM i (AS/400/iSeries) environments.
- Hands-on expertise with: • IBM i Operating System
- AS/400 Architecture
- DB2/400 Databases
- CL (Control Language)
- System Monitoring and Performance Analysis
- Job Scheduling and Batch Processing
- Application Troubleshooting and Incident Management
- Knowledge of XML, EDI, AS2, FTP, and PGP, including their use in enterprise data exchange, secure file transfer, and system integration.
- Experience diagnosing and resolving production issues in enterprise environments.
- Knowledge of change management and software release processes.
- Familiarity with data integrity controls and operational best practices.
- Minimum 5 years of experience supporting enterprise applications within IBM i/AS400 environments.
- Experience working within production support, application operations, or enterprise technology organizations.
- Proven track record supporting highly available, business-critical systems.
SOFT SKILLS
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- Client-focused mindset with a commitment to service excellence.
- Ability to work independently while managing multiple priorities.
- Strong collaboration and relationship management skills.
- Ability to remain calm and effective during critical incidents and high-pressure situations.
QUALIFICATIONS
- Experience supporting large-scale enterprise applications within software, information management, financial services, logistics, supply chain, or SaaS organizations.
- Knowledge of IBM i modernization tools and legacy platform transformation strategies.
- Experience integrating IBM i applications with modern platforms, APIs, middleware, and enterprise services.
- Understanding of ITIL processes, including: • Incident Management
- Problem Management
- Change Management
- Service Request Management
- Experience implementing automation and operational efficiency improvements.
- Knowledge of security, compliance, audit, and data governance requirements.
- Experience supporting disaster recovery, business continuity, and high-availability environments.
- Familiarity with Agile delivery methodologies and cross-functional product teams.
- Experience working within global support organizations supporting multiple regions and time zones.
- IBM i, ITIL, or related industry certifications are considered an asset.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $94,100 - $141,100; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
