Maximo Operations Technician - UK & EMEA

Main Purpose

Maximo Operations Technicians are client facing professionals responsible for the provision of excellent customer service and reliable Root Cause Analysis techniques to identify the causes of incidents and problems regarding system configurations, customised applications, reports, data and hardware.

Specific Responsibilities

• To respond to Client’s requests for support in a timely and professional manner adhering to client SLAs.
• To ensure that all work completed as part of a response to a request for support is recorded accurately in tickets and in timesheet entries.
• To employ effective Root Cause Analysis techniques when troubleshooting incidents, bugs or problems reported by clients.
• To be polite, courteous and diligent when communicating with clients over the telephone or by e-mail.
• To ensure that requests for support are responded to in accordance with client SLAs and clients are kept up to date with the progress of their request.
• To elevate requests for support to Senior Technician colleagues as and when necessary.
• To ensure that solutions are thoroughly tested and documented prior to being released to client environments.
• Manage client environments ensuring they are kept up to date following releases.
• Manage the change and release process, produce associated documentation and lead/participate in deployment outages.
• To liaise effectively with Support and Delivery team colleagues.
• To be competent and confident in the use and support of the systems being used by the clients to which you are assigned.
• Analysis and tuning of Maximo SQL queries to ensure client systems run smoothly.
• To assist colleagues as and when required.
• To participate in Naviam’s Out of Hours on‑call support rota.
• To attend training sessions as and when necessary.
• Any other activities that the Service Desk Manager may deem necessary.

Person Specification

The ideal candidate will be an analytical problem solver, with experience in IT Support in similar organisations. The individual should be able to demonstrate:

• Minimum 2:1 grade in a Computer Science/Software Development (or equivalent) degree.
• 2 years experience in a similar role.
• Experience of establishing good customer focused relationships.
• Competent SQL skills.
• Good administrative/organisational skills.
• Strong communication skills both written and verbal (fluent in English).
• IT literate with an underlying knowledge of multiple operating systems and VMWare etc.
• Honest, reliable and must maintain confidentiality at all times.
• Well organised, self‑motivated and able to work unsupervised as an individual or as a team member.
• Methodical approach to work with the ability to deliver under pressure and achieve deadlines.
• Present information in a clear and concise manner.
• Develop working relationships, both internally and externally.
• Presentable, professional, courteous, polite and extremely customer focused.
• Excellent timekeeping and able to work extra hours when required.
• Willingness to continue personal development and training.
• Must be able to visit different locations across the UK as required.

Desired Skills

• Technical / Functional knowledge of Maximo MAS and / or earlier versions.
• Certified Java Programming Technologies.
• Certified SQL & DBA skills.
• IBM Certified Deployment Professional in Maximo.
• Development Lifecycles (e.g. V‑Lifecycle, ITIL3 etc).
• Experience with BIRT reporting tool.
• Application server experience (WebSphere/Weblogic).
• Enterprise database systems such as MSSQL, Oracle and DB2.
• Enterprise OS such as Windows Server and Linux.
• Hardware virtualisation and cloud platforms such as AWS and Azure.
• Enterprise system architecture and network design patterns.
• Modern object orientated languages, particularly Java.
• Scripting languages, particularly Python.

About Naviam

Naviam was founded to help businesses maximize the benefits of their software solutions over the lifecycle of their physical assets. Today, Naviam is a leading IBM Maximo Enterprise Asset Management partner for asset intensive organizations worldwide. As one of the few Maximo partners providing Enterprise Asset Management (EAM) and Asset Performance Management (APM) expertise across North America, Europe and Asia Pacific, we combine a local presence with global expertise to deliver tailored asset management solutions and trusted partnerships wherever you are on your maintenance journey. Our leading Naviam Cloud platform brings together best of breed solutions to future proof your modern business. We continue to grow our global footprint and we’re excited that you’re interested in joining us!