Level 2 Tivoli Support Engineer(Nearshore)

Area: Workload Automation / IT OperationsPlatform: IBM Tivoli Workload Scheduler (aka IBM Workload Scheduler, Tivoli Workload Scheduler, IWS, TWS, Tivoli Batch Scheduling)Note: This is not a mainframe role. Focus is Linux and distributed systems. Summary Own day-to-day health and support of our enterprise scheduling platform on Linux in a distributed environment. You'll monitor jobs, respond to incidents, fulfill requests, and tune configurations so business workloads run on time. Includes an on-call rotation in a 24×7 model. What you'll do Support technology and business teams using IBM Tivoli Workload Scheduler Monitor job streams, agents, queues, calendars, and critical paths; respond to alerts and SLAs Triage incidents, remediate issues, and escalate to L3/Tivoli engineers when needed Fulfill service requests: job promotions, calendar updates, dependencies, access, ad-hoc runs Identify performance bottlenecks and optimize configs to improve throughput and stability Maintain runbooks, SOPs, and KBs in Confluence; manage tickets/changes in ServiceNow Participate in change windows, release validations, and DR tests Contribute to basic dashboards and trend reporting (Grafana or similar) Level expectations Level 2: Deeper diagnosis, recurring issue analysis, config adjustments, performance tuning, automation ideas, guidance to L1 Must-have experience Linux: daily use on servers (shell, file systems, processes, logs, permissions), basic admin and troubleshooting Distributed systems: agent-based scheduling across Linux hosts; understanding of networks, dependencies, and failure modes Tivoli/IWS/TWS: hands-on with 9.4 and/or 10.2 in production (job streams, calendars, dependencies, agents, fault tolerance) Operational tooling: ServiceNow for incidents/requests/changes; clear, customer-focused communication Team-oriented, organized, and detail-driven; comfortable in an on-call rotation Nice to have Jira and Slack for collaboration and work tracking CI/CD touchpoints (SonarQube, Jenkins, GitLab) where scheduled jobs interface with pipelines Alteryx or Quickbase exposure in data/ops workflows Grafana (or similar) for dashboards and alerting Work model On-call rotation within a 24-hour support model Occasional evening/weekend change windows Success looks like No missed critical SLAs Reduced MTTR through smart triage and clean escalations Current, usable runbooks and crisp handoffs between L1 and L2 Measurable improvements in platform stability and throughput Job Types: Full-time, Contract Pay: $35.00 - $40.00 per hour Application Question(s): To be consider for this position, must be in Latin America Experience: IBM Tivoli Workload Scheduler: 2 years (Required) Linux and distributed systems: 2 years (Required) Work Location: Remote