Manage middleware support queues, incident tickets, and service requests while applying ITIL practices and application server knowledge. The work supports SUS clients.
The Junior Middleware Specialist performs operational support and queue management for client applications hosted in the Shared Utility Service. The position reviews ticket information, coordinates assignments, monitors service level targets, and supports timely resolution. Middleware responsibilities also include planning, deployment, maintenance, upgrades, testing, and daily technical support.
Key Responsibilities: Ensure support requests meet assignment and service-level targets
Review incident tickets for complete and usable information
Monitor tickets through documentation, tracking, and resolution
Fulfill monitoring, deployment, password,
and account access requests
Maintain reports on ticket status, performance, and trends
Requirements: Two-plus years managing incidents, problems, and service requests
Experience with ITIL change and configuration management practices
Experience using Remedy, eSMT, or service management tools
Two-plus years with Solaris or Red Hat Enterprise Linux
Experience handling conflicting priorities and concurrent support activities
Apply incident coordination, ITIL service management, and middleware knowledge to maintain responsive Shared Utility Service support.